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Department Manager I in Albany, NY at Key Bank- Corporate

Date Posted: 3/12/2020

Job Snapshot

  • Employee Type:
  • Location:
    555 Patroon Creek Boulevard
    Albany, NY
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description


This position provides leadership for the Research and Adjustments team within the Onboarding & Servicing organization. Research and Adjustments is responsible for providing requested images of deposits, cleared checks, statements, credit card payments, and debit card activity details as well as being a center of excellence for all Medicaid requests made of KeyBank by care facilities, attorneys, government agencies and/or a client’s legal representative. Adjustments involves the research and resolution of both monetary and non-monetary differences occurring during check and credit card transaction processing. Examples of check processing exceptions are encoding/keying errors, non-conforming check images, duplicate items, out of balance conditions, and branch adjustments. Adjustments is also responsible for domestic collections (missing endorsement claims and misapplied funds), foreign check collections, Canadian cash letter clearing, credit and debit card servicing.


As part of the Research and Adjustments team, this position has direct responsibility for department leadership and administration of both associates and functions within the team. As such, the chosen candidate can expect to be responsible for numerous tasks simultaneously and a focal point for many levels of inquiry; including staff, internal partner escalations and Sr. Leadership. Such tasks can be (but not limited to):

  • Provides support for all department responsibilities within Research and Adjustments
  • Develops a complete understanding of all processes/systems utilized by Research and Adjustments
  • Effectively increase functional knowledge and technical skill of team members
  • Commitment to continuous improvement and promoting a culture of high performance, quality, positivity and inclusion
  • Provides excellent customer service to internal and external clients through the KeyValues concepts
  • Serve as a trusted partner to all associates by ensuring unwavering support of their needs, action on feedback or ideas and honest interactions related to their performance
  • Ensure compliance with internal procedures, policies and industry regulations
  • Provide support and representation for corporate initiatives
  • Support department and division wide financial goals
  • This position will have direct leadership for approximately 20+ associates

The successful candidate will come to work each day with the goal of providing first in class service to all internal/external clients seeking assistance from our team. In doing so, they will select and develop a diverse/engaged team, ensuring team members receive the specialized training required to perform the various department processes.


  • Bachelor’s degree, at least 3 years operations leadership/management experience or equivalent work experience
  • Advanced PC and MS Office skills
  • Exceptional verbal and written communication skills
  • Approachable, easy to talk to and composed – deals with high stress levels effectively
  • Ensures consistent handling of all associate related situations
  • Demonstrated accountability, both individually and for the team
  • Superior problem solving, analytical and communication skills
  • Comfortable communicating with team members, internal clients and management while maintaining a professional demeanor
  • Proven service delivery excellence with “Best in Class” client focused service mindset
  • Limited travel as needed


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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