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Customer Advocacy Team Lead - Laurel Road (Fintech) in Bridgeport, CT at Key Bank- Corporate

Date Posted: 6/29/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    855 East Main Street
    Bridgeport, CT
  • Date Posted:
    6/29/2020

Job Description

Laurel Road, a brand of Key Bank, is part of the expanding FinTech space: we offer Mortgages, Student Loans, and Personal Loans through a digital online experience, https://www.laurelroad.com. We simplify the process for both borrowers and bankers, while increasing choices of products, improving tracking, and offering a positive banking experience.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:
  • Account Research/Analysis/Resolution/Final Review - Respond to requests regarding complex problem accounts which cannot be resolved through normal agent activity.
  • The CAT Lead is required to advocate for each and every caller.
  • Analyze individual and/or a list of accounts to identify and resolve discrepancies which may require collaboration with other internal departments or external partners to complete the final review evaluation process.
  • Make recommendations to help improve our level of service.
  • Track and compile data to help identify gaps and make recommendations to prevent future escalations and improve borrower satisfaction.
  • Readily demonstrate the knowledge to make decisions to assist the borrower through fact-finding questions, and choose the most logical and beneficial resolution.
  • Escalated Call Handling – The Lead is required to field escalated caller issues with tact and professionalism, while representing Laurel Road in a positive image. Must display empathy, sensitivity, and understanding when dealing with sensitive situations.
  • This position is required to advocate for every caller and collaborate with other teams in order to provide a satisfactory resolution.
  • Must be able to convey less than desirable news to callers, while still being able to communicate and effectively educate the caller regarding the account in question.
  • Acknowledge and validate the borrowers concerns and convey their willingness to help to the caller.
  • Must be able to handle a high volume of highly escalated callers and continue to maintain professional composure.
  • Must be able to approach each caller with a fresh and unbiased perspective.
  • Complaint resolution and tracking - Inputs, reviews, and works with partners to resolve all customer complaints received via the Customer Contact Center or Operations.
  • Ensure the issue has been resolved from the customer’s perspective and the research and resolution is well documented.
  • Work closely with the Customer Experience team to ensure all regulatory or highrisk complaints are resolved and reported on accurately.
  • Team Management – Over time, the team will grow to include 3-6 CAT Specialists. Lead will be responsible for managing the team on a day to day basis.
KNOWLEDGE, SKILLS and ABILITIES:
  • Preferably prior supervisory experience in a professional business environment.
  • Knowledge of education loan servicing is a plus.
  • Proactive and enthusiastic with a focus on advocating for customers and providing excellent service.
  • Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
  • Ability to write reports, business correspondence, and procedure manuals.
  • Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
  • Ability to define problems, collect data, establish facts, and draw valid conclusions.
  • Excellent written communication skills.
  • Demonstrate good judgment.
  • Organized with the ability to prioritize tasks effectively.
  • Ability to work individually and on a team.
  • Proficiency in Microsoft Office – specifically Excel.
  • Ability to shift gears quickly is important.
EDUCATION/EXPERIENCE REQUIREMENTS:
  • College degree or equivalent work experience
  • 3 years required work experience


FLSA STATUS:Exempt

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

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