Job Description

Location:

4224 Ridge Lea Road - Amherst, New York 14226

We are not your typical Collections team!

At KeyBank, we pride ourselves on being client advisors.

In this role, you will spend 90% of your day on the phone, helping our clients to bring their accounts to active and offer solutions.

Location: This is a hybrid role where you will be asked to work on site at least one day per week (typically Fridays) with the other work being from home.

Hours: You could be asked to work one night shift from 12:30pm-9:00pm and four-day shifts of 8:00am-4:30pm. Also - Saturdays from 8:00am-12:00pm. When you work a Saturday, you will get four hours off during the week.

Equipment: Provided by the team

Job Brief: 

• Identifies and resolves situations where clients cannot maintain a current status on their account by having a thorough and detailed conversation in regard to their delinquency and offering applicable delinquency solutions
• Individual will spend 90% of their day on the phone with our clients trying to solve the delinquency by placing outbound and taking inbound calls. The other 10% is documenting calls and trainings/meetings.
• Has strong negotiation skills and is able to convince clients the benefits to maintaining a current account status.
• Able to follow a schedule that is set by management for breaks and lunches and to limit time away from the phones when scheduled.

Essential job duties:

• Primary focus is on moderate execution within defined parameters with some expansion to complex issues based on development. Roles at this level are responsible for moderate operational and/or administrative work
• Administering moderate procedures, analysis, tasks and reporting while receiving limited instructions for filing, recording, processing, servicing, recording, and/or organization of documentation associated with a product or process
• Reviews and ensures proper documentation or procedures are used for moderate activities
• This role covers a combination of staff within the areas of credit cards, retail banking, small business banking, consumer lending, mortgage banking, collections, recovery, origination, or auto finance and cover a broad range of responsibilities and duties
• Identifies and resolves moderate issues by following established guidelines. Refers more complex problems to Senior level or supervisor. May provides service in relation moderate complex billing inquiries, service requests, suggestions and complaints from customers
• Individual at this level is expected to use some independence of thought but to refer more complex problems to supervisors or other experts. while contributing to work flow or process change and redesign, and to form a strong basic understanding of the specific product or process
• Accountable for regular reporting and analysis requests
• Typically covers a broad range of responsibilities rather that focusing on one specific role.
• Recommends and implements programs to solve routine issues
• Is fully proficient in duties while working under moderate to limited supervision.
• Other duties as assigned

Required and/or Preferred Qualifications:

• Typically 1-3 years of experience in operations role
• High School Diploma or GED equivalent. College degree preferred
• Works well with others in a fully developed work team environment
• Open minded and adaptable to new ideas in a changing environment
• Excellent customer service skills
• Proven excellent verbal/written communication and interpersonal skills
• Demonstrated leadership skills
• Ability to work under pressure and meet deadlines
• Analytical, research and problem resolution skills
• Proficient in 10-Key, able to perform with a high degree of speed and accuracy.
• Comfortable navigating multiple computer systems and applications
• Proficient in Microsoft Office applications
• Intermediate understanding of accounting principles
• Intermediate understanding of banking policies, procedures, government regulations
• Intermediate understanding of loan documentation
• Proven ability to handle all monetary/ processing functions independently
• Moderate knowledge/experience in multiple payment delivery channels; OLDS, Lockbox, ACH, wires
• Moderate knowledge of banking policies, procedures and governmental regulations
• Ability to perform moderate scheduled and non-scheduled maintenance functions
• Proven ability to handle high transaction volumes accurately
• Ability to meet production goals
• Proven ability to handle all customer service inquires and diffuse difficult customer situations independently
• May train or assist in training new staff
• Ability to work with minimal supervision in decision making
• Exceptional attention to detail.
• Excellent customer service skills.

This position is eligible to earn a base hourly rate in the range of $18 to $21 per hour depending on location and job-related factors such as level of experience.

Working at Key is an opportunity to join a company committed to your success and the success of the clients and communities we serve. We offer our teammates the skills, mentoring and training needed to meet their career goals and better serve our clients.

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