Loan Originations Supervisor, Customer Service

Description:

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 $8 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.

At LendKey, our Loan Originations team is at the heart of delivering exceptional experiences to our borrowers. This team serves as a trusted guide for customers navigating the loan application process, ensuring they receive timely information, clear guidance, and thoughtful support.

As a Loan Originations Supervisor you will play a critical leadership role in shaping both the customer experience and the success of your team. You will coach and develop Loan Specialists, drive operational excellence, and foster a high-performance, service-oriented environment. Your leadership will directly contribute to LendKey’s growth by ensuring every borrower interaction reflects our commitment to being helpful, present, and trustworthy.

This is an opportunity to lead, develop talent, and make a meaningful impact in an organization focused on improving access to lending through strong partnerships with credit unions and community banks.

What You’ll Do:

Lead and develop a high-performing team

• Provide day-to-day leadership, coaching, and guidance to Loan Specialists to ensure exceptional customer experiences
• Monitor individual and team performance, deliver regular feedback, and support ongoing professional development
• Motivate and engage team members through clear communication, recognition, and accountability
• Participate in recruiting, interviewing, and onboarding new Loan Specialists

Drive operational excellence and service quality

• Oversee daily call center operations, including call queue management and staffing alignment to meet service levels
• Serve as an escalation point for complex borrower inquiries and ensure timely, effective resolution
• Maintain deep knowledge of LendKey’s products, systems, and processes to effectively support the team
• Provide hands-on call support during peak periods to ensure consistent service delivery

Improve processes and strengthen customer outcomes

• Identify operational gaps, trends, or customer pain points and recommend solutions to improve efficiency and experience
• Support training initiatives and lead onboarding and skill-development sessions for new and existing team members
• Collaborate cross-functionally with Operations, Product, and other internal teams on initiatives and improvements
• Escalate urgent issues appropriately to leadership to ensure timely resolution

Ensure compliance and protect customer trust

• Uphold all company policies, procedures, and regulatory requirements
• Maintain strict confidentiality and security of borrower information

What We’re Looking For:

Experience and qualifications

• Bachelor’s degree in Business, Management, or a related field, or equivalent combination of education and relevant leadership experience
• Prior experience in a call center, customer service, or team leadership role strongly preferred
• Financial services or lending experience is helpful but not required—we provide the training needed to be successful
• Comfortable using technology and navigating multiple systems, tools, and software applications

Leadership and professional skills

• Strong verbal and written communication skills, with the ability to clearly guide, coach, and support team members
• Proven ability to coach, develop, and motivate employees to achieve individual and team goals
• Sound judgment and strong problem-solving skills, with the ability to make thoughtful, timely decisions
• Ability to manage competing priorities and perform effectively in a fast-paced, dynamic environment
• Composed and professional under pressure, with a focus on delivering solutions and maintaining service quality
• Strong interpersonal skills, with the ability to build trust and collaborate effectively across teams and leadership levels

Culture and mindset

• A genuine passion for delivering exceptional customer experiences and supporting team success
• Strong alignment with LendKey’s core values: Truthful – acting with honesty and integrity; Helpful – supporting teammates, clients, and customers; Present – engaged, accountable, and committed; Driven – motivated to make a meaningful impact; Diligent – thoughtful, detail-oriented, and reliable in execution

Why Join LendKey?

• Welcoming Environment: Work from our modern Blue Ash office, just steps from Summit Park, with the ability to work remotely.
• Growth & Opportunity: Be part of a company that values professional development and encourages new ideas.
• Community Impact: Join a team that supports local communities and social responsibility.
• Creative & Transparent Culture: An open, collaborative environment that values innovation and honest communication.
• Comprehensive Benefits: Medical, dental, vision, and additional wellness coverage for your overall well-being.
• Unlimited PTO: Flexible time off to support work-life balance.
• Stock Options: Opportunity to share in the company’s growth and success.

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 [email protected].