Loan Collections Team Lead
About The Position
LendKey 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 Collections Team Lead supports the daily operations of the collections team while helping borrowers resolve delinquent loan balances. This role provides guidance to Collections Specialists, assists with escalated borrower situations, and helps ensure team performance goals and compliance standards are met. The ideal candidate is a strong communicator with collections experience who can coach and motivate others while delivering excellent customer service.
Requirements
- Previous call center experience in financial services or lending, specifically loan collections or loan servicing.
- Strong negotiation, problem-solving, and customer service skills.
- Excellent phone and communication skills.
- Ability to coach and support team members.
- Strong organizational and multi-tasking abilities.
- Ability to work in a fast-paced environment and meet performance targets.
- Ability to perform well under pressure.
Nice To Haves
- Previous team lead or leadership experience preferred.
Responsibilities
- Maintain in-depth working knowledge of LendKey’s loan products and systems.
- Communicate with past due and delinquent borrowers and cosigners via inbound and outbound calls and written correspondence to ensure repayment or establish acceptable payment arrangements.
- Assist borrowers with resolving outstanding loan balances through payment arrangements, cash collections, or forbearance when appropriate.
- Ensure all collection activities comply with the Fair Debt Collection Practices Act (FDCPA) and applicable federal and state regulations.
- Maintain accurate documentation of borrower interactions and account updates in internal systems.
- Support and coach Collections Specialists by answering questions and assisting with complex borrower situations.
- Monitor call activity and help ensure proper coverage to support call volume.
- Handle escalated calls and provide guidance on negotiation strategies and repayment solutions.
- Track team performance and provide feedback to help team members meet productivity and quality goals.
- Assist leadership with reporting, training, and special projects.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
