Loan Servicing Specialist, Customer Service

Lend Key is a pioneer in digital network lending, empowering more than 400 credit unions and community banks nationwide. With over $8 billion in originated loans and $3.4 billion in serviced assets, we provide an integrated platform combining technology, operations, compliance, and capital markets access to help financial institutions compete in the digital age.

The Loan Servicing Specialist is responsible for providing top-tier customer service and support throughout the lifecycle of a loan. This role focuses on assisting customers with inquiries related to payments, refunds, and general account maintenance through inbound calls, with potential communication through email and chat. The ideal candidate will demonstrate professionalism, empathy, and strong problem-solving skills while ensuring compliance with all federal and state regulations.

Compensation:

• Starting at $18.25/hour
• An additional $1 per hour when working closing shifts
• Monthly bonus up to $800

Location:

• Hybrid work week
• Monday - Wednesday in Blue Ash office
• Thursday - Friday option to work from home

Why work for us?

We have a lot to offer those who are looking to take the next step in their career, including:

• Opportunity to join a growing fintech
• Creative and transparent company culture
• Growth potential
• Comprehensive medical, dental, vision, and life insurance benefits
• 21 days of paid time off
• Paid training

What You'll Be Doing:

• Primarily handle inbound customer service calls for our loan products. Providing exceptional customer service while guiding borrowers and cosigners through inquiries, payments, and payoff requests.
• Demonstrate in-depth knowledge of loan products, systems, and procedures. Providing individualized, supportive, and trustworthy customer care.
• Maintain confidentiality and security of borrower information.
• Accurately record and document customer interactions and account updates.
• Track and report recurring client issues, lending trends, and system challenges.
• Problem-solve and perform due diligence functions to ensure compliance with all federal and state regulations, including the Fair Debt Collection Practices Act and bankruptcy laws.
• Collaborate with internal departments to ensure timely resolution of customer concerns.
• Meet or exceed daily, weekly, and monthly performance goals, deadlines, and quality objectives.
• Participate in departmental projects and continuous improvement initiatives as needed.

Requirements

What We're Looking For:

• Proven ability to deliver outstanding customer service and handle sensitive borrower inquiries
• Excellent verbal and written communication skills
• Proficiency with computer systems and Microsoft suite, with the ability to navigate multiple systems
• Strong problem-solving skills and the ability to think critically under pressure
• Adaptable, team-oriented, and able to thrive in a fast-paced environment
• Ability to manage multiple priorities and maintain accuracy and attention to detail
• Courteous, professional, and positive demeanor
• Prior financial or loan servicing experience is helpful but not required
• 1 year of customer service experience preferred
• Proficiency with computer systems and Microsoft suite

Culture and Mindset:

• A genuine passion for delivering exceptional customer experiences and supporting team success

Strong alignment with Lend Key's core values:

• Truthful - acting with honesty and integrity
• Helpful - supporting teammates, clients, and customers
• Present - engaged, accountable, and committed
• Driven - motivated to make a meaningful impact
• Diligent - thoughtful, detail-oriented, and reliable in execution.

What We Do:

Lend Key offers a comprehensive digital platform for private student loans, student loan refinancing, and home improvement loans, allowing community-based financial institutions to expand their portfolios and serve more borrowers without increasing infrastructure. Through our ALIRO platform, lenders can efficiently participate in, buy, and sell loans, streamlining portfolio diversification and capital deployment.
For financial institutions, Lend Key provides turnkey solutions that include:

• End-to-end loan origination and servicing expertise
• Seamless access to a national network of lending partners
• Advanced risk mitigation and compliance support
• Opportunities to efficiently deploy capital and diversify portfolios

For borrowers, Lend Key delivers:

• Access to affordable, competitive student loan products from trusted local lenders
• A simple, transparent digital application and servicing experience
• The benefits of community-focused lending with the convenience of modern technology

Lend Key's network lending model empowers both lenders and borrowers, bridging the gap between local values and national reach.

Lend Key is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other basis prohibited by applicable state or federal law. Lend Key offers reasonable…