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LendKey // lending-as-a-service for banks & credit unions
Cincinnati, Ohio, United States    Posted: Friday, June 14, 2019
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LendKey is solving a complex challenge to improve lives with lending made simple by helping financial institutions compete in the digital age & provide a delightful customer experience, while providing borrowers (particularly millennials & Gen Z) with the simple, transparent, digital borrowing experience they have come to expect & desire. LendKey works with hundreds of credit unions & banks to conduct their education finance & home improvement loan programs.

The Director, Platform Support leads our Platform Support Desk for our cloud-based lending platform example to make sure all customer service requests are resolved in accordance with department standards & projects are completed on time while working closely with the Head of Engineering to ensure department objectives are met & customer satisfaction levels remain high.

What you'll be doing:

  • Leads by example in providing efficient level 2 & level 3 technical support to all internal customers according to departmental standards while maintaining a high level of customer satisfaction
  • Hiring, mentoring & guidance of the support desk team
  • Helps team to identify & resolve recurring and/or complex issues by using methodical troubleshooting techniques to discover their root cause & provide a lasting resolution
  • Provides leadership with regards to issue resolution to ensure unresolved workflow is properly documented with timely status updates & detailed solutions
  • Continually evaluates the priority level of service requests & projects against the needs of the organization & department goals
  • Processes time-off requests & conduct annual performance reviews of direct reports.
  • Serves as an escalation point for customer dissatisfaction
  • Regularly communicates with customers & the Head of Engineering to ensure consistency in all processes & procedures.
  • Helps the team to achieve to a balance between resolving daily customer requests & completing department improvement projects
  • Propose & implement potential improvements to support desk procedures
  • Observe & provide insight into the process of unifying company support desk standards

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