Loan Servicing Specialist, Customer Service

LendKey Technologies•Blue Ash, OH

7d•$18•Hybrid

About The Position

LendKey Technologies, Inc. is a pioneer in digital network lending, dedicated to simplifying the lending process for both financial institutions and borrowers. With more than 15 years of experience, LendKey has facilitated more than $7 billion in loans through hundreds of credit unions and community banks nationwide. Our mission is to empower local lenders with innovative, reliable technology that upholds community values while enabling access to national markets. 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.

Requirements

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
1 year of customer service experience preferred
Proficiency with computer systems and Microsoft suite

Nice To Haves

Prior financial or loan servicing experience is helpful but not required

Responsibilities

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.