Loan Servicing Specialist, Collections

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Lend Key, a financial technology firm and leader in "lending-as-a-service" solutions, improves lives by making lending simple for credit unions, community banks, and their customers. Lend Key partners with community-based financial institutions helping them to digitally originate loans, and to buy and sell loans with other financial institutions and fintechs.

Lend Key's digital lending networks have empowered over 350 financial institutions to offer competitive education and home improvement loan programs and increase their digital presence across various customer acquisition channels. Lend Key services more than $2.8 billion in consumer loans and has helped our financial institution clients deploy more than $6 billion in loans since 2009.

The Loan Collections Specialist is responsible for assisting borrowers and cosigners in resolving outstanding loan debt through proactive outreach, payment negotiations, and exceptional customer service. This role focuses primarily on outbound communication to past-due borrowers to establish payment arrangements, process collections, and support borrowers in finding appropriate solutions. The ideal candidate will demonstrate empathy, strong negotiation skills, and professionalism while ensuring compliance with all federal and state regulations.

• Starting at $18.25/hour
• An additional $1 per hour when working closing shifts
• Monthly bonus up to $800

• Monday – Wednesday in Blue Ash office
• Thursday – Friday option to work from home

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
• 21 days of paid time off
• Paid training

• Conduct outbound collection calls to borrowers and cosigners on past-due accounts
• Negotiate and establish payment arrangements that align with both borrower capability and company policy
• Counsel borrowers with professionalism and confidence to help them understand repayment options
• Assist with resolving delinquent loan balances through cash collections or forbearance when appropriate
• Demonstrate in-depth knowledge of loan products, systems, and collections processes
• Maintain confidentiality and security of borrower information at all times
• Problem-solve and perform due diligence to ensure compliance with all federal and state regulations, including the Fair Debt Collection Practices Act and bankruptcy laws
• Accurately document all collection activity, borrower communications, and account updates in the system
• Collaborate with internal teams to resolve borrower concerns and ensure a seamless customer experience
• Meet or exceed established daily, weekly, and monthly performance goals for collections, quality, and customer engagement

• Proven ability to counsel, problem-solve, and negotiate effectively with confidence and professionalism
• Excellent verbal communication and active listening skills
• Strong attention to detail and accuracy in documentation and record-keeping
• Ability to adapt to changing priorities and work in a fast-paced, goal-oriented environment
• Courteous, empathetic, and positive attitude when dealing with challenging conversations
• Previous experience in collections, loan servicing, or customer support is preferred but not required
• Strong suit basic mathematical proficiency
• 1 year of customer service experience preferred
• Proficiency with computer systems and Microsoft suite, with the ability to navigate multiple systems

Strong desire to work for a mission-based organization that emphasizes the importance of providing exceptional customer service and is aligned with our core values:
Truthful at all times;
Helpful to teammates, clients, and customers;
Present
, committed & engaged to their teams and work;
Driven to be courageous to make an impact; and Diligent & conscientious in executing every element of work.

Lend Key is an equal opportunity employer and values diversity at our company. We do not discriminate…