Loan Servicing Supervisor

LendKey; Cincinnati (OH); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, vision, and life ins.

Generous paid time off

Job summary

LendKey is seeking a Supervisor for its Loan Servicing team in Cincinnati. The role focuses on directing daily activities of Loan Servicing Specialists, ensuring adherence to call center goals, and maintaining high-quality customer interactions.

You will monitor performance metrics, provide coaching, and drive process improvements while collaborating with other supervisors to support agents and growth of the business.

Qualifications

• Bachelor’s degree in Business, Management, or related field preferred.
• Experience as a Team Lead, Supervisor, or Manager in a call center environment required.
• Proficiency with technology and standard business software; financial services experience a plus.
• Exceptional verbal and written communication skills; ability to coach and motivate employees.

Responsibilities

• Direct daily activities of Loan Servicing Specialists and ensure compliance with policies and regulations (e.g., UDAAP, FCRA, SCRA, NACHA).
• Monitor call queue, inbound volume, and staffing levels to meet demand.
• Coach employees; conduct performance reviews and corrective actions as needed.
• Provide ongoing training on business updates and new processes.
• Identify gaps, recommend improvements, and support cross-functional projects.

Skills

Leadership

Team coaching

Customer service

Communication

Education

Bachelor’s degree

Tools

LoanPro

Job description

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 Servicing 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. As a supervisor, you'll help the team deliver high-quality, engaging customer experiences that build long-lasting relationships and support company growth.

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
• Generous paid time off

What You’ll Be Doing:

• Manage and direct the daily activities of Loan Servicing Specialists; ensure they understand and comply with call center objectives, performance standards, policies, and applicable regulations (e.g., UDAAP, FCRA, SCRA, NACHA)
• Monitor the call queue, track inbound call volume, and ensure staffing levels support demand
• Monitor and evaluate agent performance against core metrics (e.g., AHT, QA scores, CSAT, adherence), including coaching and corrective action as needed
• Answer Loan Servicing Specialist questions regarding best practices or difficult calls
• Resolve escalated customer complaints and questions; elevate matters with regulatory, legal, or reputational risk to the Assistant Head of Loan Servicing
• Provide ongoing training to Loan Servicing Specialists on business updates and new processes
• Identify troubled loans, operational gaps, and customer issues, and recommend improvements
• Provide inbound and outbound call support during peak periods
• Partner with other supervisors and management team members to support agents and maximize customer satisfaction
• Participate in recruiting, interviewing, and hiring Loan Servicing Specialist candidates
• Review and provide feedback on onboarding training materials; lead new hire training sessions
• Motivate and develop Loan Servicing Specialists through positive communication and feedback
• Maintain in-depth working knowledge of LendKey's loan products and core servicing systems (e.g., LoanPro)
• Support the confidentiality and security of borrower information
• Collaborate with internal departments on cross-functional projects as needed

What We’re Looking For:

• Bachelor's degree in Business, Management, or related field preferred
• Experience as a Team Lead, Supervisor, or Manager in a call center environment required
• Financial services experience is a plus, though not required
• Proficiency with technology, especially computers and standard business software
• Exceptional verbal and written communication skills
• Ability to coach, train, and motivate employees
• Strong problem-solving, decision-making, leadership, and customer service skills
• Ability to adapt and perform in a fast-paced environment
• Ability to build effective relationships across all levels of management and work well in a team-oriented environment

Culture & Mindset

We’re looking for people who care deeply about delivering strong outcomes for customers and supporting their teammates. LendKey was recognized as a 2026 Cincinnati Top Workplace by The Cincinnati Enquirer based on employee feedback.

You’ll be successful here if you align with how we work:

• Truthful – act with honesty and integrity
• Helpful – support teammates, clients, and customers
• Present – show up engaged, accountable, and committed
• Driven – motivated to make an impact
• Diligent – thoughtful, detail-oriented, and reliable

What We Do:

LendKey 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, LendKey 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, LendKey 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

LendKey’s network lending model empowers both lenders and borrowers, bridging the gap between local values and national reach.

LendKey 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. LendKey offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process due to a disability, please let us know at [e-mail]. Visit Lendkey.com for more information.