Loan Collections Team Lead

Loan Collections Team LeadLendKey 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 Collections Team Lead supports the daily operations of the collections team while helping borrowers resolve delinquent loan balances. This role provides guidance to Collections Specialists, assists with escalated borrower situations, and helps ensure team performance goals and compliance standards are met. The ideal candidate is a strong communicator with collections experience who can coach and motivate others while delivering excellent customer service. What You'll Be Doing: Maintain in-depth working knowledge of LendKey's loan products and systems. Communicate with past due and delinquent borrowers and cosigners via inbound and outbound calls and written correspondence to ensure repayment or establish acceptable payment arrangements. Assist borrowers with resolving outstanding loan balances through payment arrangements, cash collections, or forbearance when appropriate. Ensure all collection activities comply with the Fair Debt Collection Practices Act (FDCPA) and applicable federal and state regulations. Maintain accurate documentation of borrower interactions and account updates in internal systems. Support and coach Collections Specialists by answering questions and assisting with complex borrower situations. Monitor call activity and help ensure proper coverage to support call volume. Handle escalated calls and provide guidance on negotiation strategies and repayment solutions. Track team performance and provide feedback to help team members meet productivity and quality goals. Assist leadership with reporting, training, and special projects. Requirements: What We're Looking For: Previous call center experience in financial services or lending, specifically loan collections or loan servicing. Strong negotiation, problem-solving, and customer service skills. Excellent phone and communication skills. Ability to coach and support team members. Strong organizational and multi-tasking abilities. Ability to work in a fast-paced environment and meet performance targets. Ability to perform well under pressure. Previous team lead or leadership experience preferred. 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 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 HR@lendkey.com.