Lead Specialist - NonRE Consumer Client Services

Location:

As part of the Consumer Client Servicing team, the Lead Specialist is responsible for responding to internal and external loan servicing requests while performing maintenance, research, reporting, and transaction processing for NonReal Estate Secured Loans, Lines of Credit, and Auto Loans. The role requires adherence to regulatory, consumer, and privacy requirements while meeting established operational, quality, and service level standards. The Lead Specialist monitors assigned work queues and inboxes (including KeyView Deluxe and Quest) and exercises fair and reasonable judgment when interpreting and disclosing client relationships.

• Monitor assigned work queues and inboxes throughout the day, ensuring all daily tasks are completed timely and accurately within departmental Service Level Agreements.
• Process monetary and nonmonetary transactions, including client requests, interdepartmental requests, and project-related activities, using automated posting applications to ensure accounts balance appropriately.
• Perform account maintenance accurately while meeting department productivity and quality goals.
• Balance accounts at the end of the day; research and resolve discrepancies by partnering with Accounting or Balance & Control teams and posting corrective entries as needed.
• Conduct basic to complex research using multiple banking systems and applications, bringing requests to a logical conclusion and executing appropriate remedial actions.
• Communicate research results and resolutions to requesters in an effective and timely manner.
• Perform careful and timely review of reports to identify potential customer impact issues, ensure system integrity, and take appropriate corrective action.
• Provide worldclass customer service to internal and external customers, maintaining professionalism and adherence to Key values.
• Assist other team members with daily workload to support timely completion of team assignments.
• Identify issues or problems and escalate appropriately to management.
• Actively seek opportunities to improve process efficiency, quality, and the overall client experience; communicate ideas to effect meaningful change.
• Review, update, and support team procedures as needed.
• Actively pursue selfdevelopment to better support the team and future advancement.
• Meet goals as stated and perform other duties as assigned, including overtime as required by business needs.
• Work overtime as required

• High School, some college
• Ability to establish and maintain effective working relationships among team members, product and support partners.
• Experience working in a production based environment

• Bachelor's degree or equivalent experience,
• Proficiency in the following KeyCorp systems: Hogan, ALS, Oracle, KeyView Deluxe, CMOD, APA, Microsoft Office
• Minimum 1 year related job experience with knowledge of loan and deposit products.

• Excellent written and verbal communication skills
• Demonstrated problem/solving and decision making
• Must demonstrate proven, outstanding customer service skills
• Strong working knowledge of government regulations.
• Working knowledge of systems that provide loan information.

Standard office equipment; MS Office products.

Compliance training as required. Other on the job training and certifications as required by job.

COMPENSATION AND BENEFITS

Please click here for a list of benefits for which this position is eligible.

Key has implemented an approach to employee workspaces which prioritizes in-office presence, while providing flexible options in circumstances where roles can be performed effectively in a mobile environment.

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.