Loan Servicing Specialist, Collections

Overview

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.

• 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 mathematical proficiency
• 1 year of customer service experience preferred
• Proficiency with computer systems and Microsoft suite, with the ability to navigate multiple systems

• Hybrid work week
• Monday – Wednesday in Blue Ash office
• Thursday – Friday option to work from home
• Starting at $18.25/hour
• An additional $1 per hour when working closing shifts
• Monthly bonus up to $800

• 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

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, Helpful, Present, Driven, and Diligent. Lend Key is an equal opportunity employer and values diversity. 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. We offer 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

Lend Key delivers high-quality consumer loans directly to financial institutions through its digital lending-as-a-service model and indirectly through ALIRO by Lend Key, an innovative deal network designed to enable financial institutions to buy, sell and broker loans. The platform provides technology, servicing and support to establish a strong digital presence, acquire loans for balance sheets, and build relationships with partners and consumers.

Lenders optimize offerings by leveraging Lend Key’s platform for demand generation, online decisioning, loan origination, loan servicing, compliance expertise, risk analytics, and proprietary balance sheet options. Lend Key currently serves more than $2.7 billion in loans and has helped…