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

LendKey'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. LendKey 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.

Consumer loan servicing efforts on behalf of our credit union and bank clients are a critical component of LendKey’s business. The loan servicing team is responsible for providing exceptional support to borrowers, conducting loan account maintenance activities, and collecting monthly payments.  The Loan Servicing Quality Assurance Lead will play a crucial role in ensuring the accuracy, compliance, and overall quality of loan-related processes within the Loan Servicing team. This role is responsible for conducting thorough audits of loan files to verify that loan servicing practices align with underwriting guidelines, regulatory requirements, and industry standards. They will identify discrepancies, recommend improvements, and create & facilitate training to enhance the loan servicing process.

What You’ll Be Doing:

Training

Create, maintain, and deliver training to team members of the department Demonstrate a high level of knowledge related to all products offered by LendKey and our Lenders.

Quality Control:

Develop and implement quality control procedures for loan documentationCollaborate with management and other stakeholders to address quality issues promptlyStay informed and ensure adherence to company policies, industry standards, and legal compliance regulations Perform thorough and objective evaluations of customer interactions based on predetermined quality metrics and guidelinesDeliver comprehensive feedback to agents and their supervisors, highlighting strengths, areas for improvement, and recommendations for enhancing customer interactionsCollaborate with supervisors and team leaders to craft individual and team-based action plans aimed at improving agent performance and customer satisfactionMaintain accurate and detailed records of evaluation scores, feedback provided, and action plans implemented, ensuring data integrity and reporting accuracy.

Process Improvement:

Utilize performance data and evaluation results to identify recurring issues, training needs, and process gaps, making recommendations for process enhancements and training initiativesWork closely with cross-functional teams to implement process changes

Risk Mitigation:

Assess risks associated with loan documentation errors, recommend preventive measures to minimize risk exposure, and monitor trends and patterns to address potential issues proactively Requirements

Personal Attributes/Skills: 

Attention to Detail: Strong analytical skills and meticulous attention to detail are essentialIndustry Knowledge: Familiarity with loan servicing processesCommunication Skills: Effective verbal and written communication skills to collaborate with various teamsCoaching and Mentoring: Ability to provide effective feedback by coaching and mentoring agentsProblem-Solving Abilities: Ability to identify issues, propose solutions, and drive process improvementsQuality Mindset: A commitment to maintaining high-quality standards in loan documentationRegulatory Awareness: Understanding of relevant regulationsCustomer Focus: Deep commitment to delivering outstanding customer experiences Adaptability: Ability to multi-task and change priorities successfully in a fast-paced team environment.Time Management: Prioritize tasks, meet deadlines, and handle multiple projects simultaneously.Technology: Be comfortable engaging with a wide range of technology, including Microsoft Office 365, Microsoft Suite, Quality Assurance Tools, Call Recording Tools, and Speech Analytics

 What we’re looking for: 

High School Diploma or GED required (Bachelor’s degree in Business or Management preferred)1+ years Experience in QA or training role required1+ years Experience in Loan Servicing or Loan Collections preferred3 years in call center environment preferredStandard Operating Practice or Traning document maintenance or creation required Must be flexible to work departmental operating days and times which include Monday through Friday, 8:00am - 8:00pmMust be able to work in Cincinnati Office, as needed

About Us: LendKey delivers high-quality consumer loans directly to financial institutions through its digital lending-as-a-service model and indirectly through ALIRO by LendKey, an innovative deal network designed to enable financial institutions to buy, sell, and broker loans. The platform delivers the technology, servicing, and support that financial institutions need to establish a strong digital presence, acquire loans for their balance sheets, and build lifetime relationships with their partners and consumers. Lenders optimize their offerings by drawing upon LendKey’s fintech platform for demand generation, online loan decisioning, loan origination, loan servicing, compliance expertise, risk analytics, and proprietary balance sheet options. LendKey currently services more than $2.8 billion in loans and has helped community-capital providers deploy more than $6 billion in loans since 2009. Visit Lendkey.com for more information.LendKey is an equal opportunity employer and values diversity at our company. We do not discriminate based on 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 HR@lendkey.com.

LendKey Employees: You must be in your current role for 6+ months before applying. You are responsible for communicating to your current manager which internal role(s) you are applying for. This ensures clear communication for everyone involved in the hiring process, and a smooth transition should you be offered and accept a new position.