• Job Description

  Req#: R-18884

  Location:

  4910 Tiedeman Road - Brooklyn, Ohio 44144

  Typical hours: M-F 8:00-4:30 with 1 late shift (12:30-9:00) per week. 4 days work from home, 1 day in the office.

  Position can be filled in our Brooklyn, OH or Amherst, NY locations

  A Default Escalations Senior Specialist is responsible for supporting the Default Collections and Recovery Teams in high-level research, industry knowledge and first-line manager calls. The Senior Specialist will perform complex and detailed functions including, but not limited to; some manager functions, manage challenging clientele and inbound research, work Default Attorney inquiries, third party fraud claims and BK Attorney assigned queues. Ensure adherence to all internal policies, guidelines, federal and state regulatory/legal guidelines are followed. Position will interact with various business partners (all Default line-of-businesses, Customer Service, attorneys, vendors etc.,).

  ESSENTIAL JOB FUNCTIONS:

  • Identifies and resolves complex issues that do not have established guidelines and is fully proficient in duties and works under limited to no supervision

  • Reviews and ensures proper procedures are used and may provide coaching opportunities as needed

  • Individuals at this level use independence of thought to solve complex problems and is seen as a subject matter expert

  • Proven ability to handle all customer service inquires and diffuse difficult customer situations independently

  • Knowledge of bank products, loan documentation and payments

  • Knowledge of banking policies, procedures and governmental regulations

  • Negotiate payment arrangements to reduce delinquency

  REQUIRED QUALIFICATIONS

  • Two or more years of customer service or collections experience
  • Proven excellent verbal/written communication
  • Demonstrated leadership and customer service skills
  • Provides project support or additional tasks assigned by management
  • Excellent analytical, problem solving/decision making skills

  • Comfortable navigating multiple computer systems and applications

  • Proficient in Microsoft Office applications

  PREFERRED QUALIFICATIONS:

  • College or equivalent work experience

  • Able to read and interpret legal documents

  Competencies/Skills:

  • Ability to multi-task, meet deadlines and set goals while working under pressure

  • Strong interpersonal skills, with a demonstrated ability to work within a team structure

  • Open minded and adaptable to new ideas in a changing environment

  • Consistently develop knowledge base of internal and external processes

  • Commitment to continuous improvement

  KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to building a diverse, equitable and inclusive culture . All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability , veteran status or other protected category.

  Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing HR_Compliance@keybank.com .

• About the company

  KeyBank, the primary subsidiary of KeyCorp, is a regional bank headquartered in Cleveland and is the only major bank based in Cleveland. KeyBank is 25th on the list of largest banks in the United States. Key's customer base spans retail, small business, corporate, and investment clients.

Notice