Call Center Supervisor - Lending Origination at LendKey
Cincinnati, OH, US
DESCRIPTION

LendKey is transforming the $3.6 trillion consumer lending market through its lending-as-a-service platform that enables the nation’s 13,000+ community financial institutions to enter and succeed in online lending. We are working to solve a complex challenge—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.



The Lending Origination team plays a crucial role in helping our customers. From delivering up-to-date information on loan applications to educating potential borrowers about our products, the team is responsible for developing in-depth and long-lasting customer relationships. As a supervisor, you’ll be a key factor in company growth and success by enabling the team to deliver high quality and engaging customer experiences.



Responsibilities:

Manage and direct the daily activities of Loan Specialists under guidance of the Manager of Loan Origination
Help lead day-to-day coaching & development efforts of Loan Specialist team members; provide on-going training to Loan Specialists on our business or new team processes
Review and give continuous feedback on the on-boarding training materials for team, lead new hire training sessions for newly hired Loan Specialists
Monitor the call queue and tracking inbound calls
Participate in the recruitment, interview, and hiring process of Loan Specialist candidates
Resolve escalated customer complaints and questions
Communicate solutions, successes, and opportunities to the Manager of Loan Origination
Motivate and encourage Loan Specialists through positive communication and feedback
Practice and ensure compliance with LendKey policies and procedures
Have in-depth working knowledge of LendKey’s loan products and systems
Maintain confidentiality and security of borrower information
Work with internal departments to solve technical issues
Track, document, and report continuous customer issues, lending habits and system problems
REQUIREMENTS

Bachelor’s degree in Business (or Management), or related experience
Experience in Call Center Supervision or related role
You’re able to inspire and support people
You have the interpersonal skills to build effective relationships with all management levels
You plan well and prioritize work, displaying strong problem solving skills
You perform well under pressure
You have excellent decision-making and communication skills
You have proven supervisory and customer service skills (financial experience is not required, but a definite advantage)
You work hard and enjoy a rewarding work environment
You’re team-oriented and function well in a fast-paced environment