Loan Servicing Specialist at LendKey
Cincinnati, OH, US

LendKey is transforming the $3.6 trillion consumer lending market through its lending-as-a-service solution that enables the nation’s 13,000+ community financial institutions to compete and thrive in digital lending. We are working to solve a complex challenge—to improve lives with lending made simple—by providing borrowers with the simple and transparent borrowing experience they want and need, while helping financial institutions lend capital efficiently, put their best brand in the market, and provide a delightful customer experience. LendKey currently works with approximately 275 credit unions and banks to manage student loan and home improvement loan programs.

Consumer loan servicing on behalf of our bank and credit union clients is a critical component of LendKey’s business. The loan servicing team is responsible for creating an exceptional customer experience and ensuring that we help borrowers solve problems and repay their loans on time. As part of this, the team is responsible for accurate communications with borrowers and management of various client loan programs.

The Loan Servicing Specialist is responsible for:

Providing exceptional customer service to borrowers who have an existing loan on our platform, ensuring compliance with established guidelines
Handling customer inquiries and helping to solve complex problems as it relates to helping borrowers make payments towards their loans
Providing knowledge and information to borrowers regarding their loans and options for repayment
Working with internal departments to solve technical issues
Tracking, documenting, and reporting continuous customer issues, lending habits and system problems
Maintaining in-depth knowledge of loan products and systems
Managing numerous individual customer accounts
Maintaining confidentiality and security of borrower information
Providing trustworthy, supportive and individualized customer care

Looking for someone who:

Holds a college degree in business, finance or a related field (preferred)
Experience in loan servicing or other directly related experience
Experience in a call center environment
Has strong problem solving, customer service, and analytical skills
Strong verbal & written communication skills; ability to document issues
Comfortable with technology, particularly Microsoft Excel