Mortgage Business Support Manager – Sales Help Desk in Buffalo, NY at Key Bank- Corporate

Date Posted: 11/9/2018

Job Snapshot

  • Employee Type:
  • Location:
    4224 Ridge Lea Road
    Buffalo, NY
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description


  • Lead team in the day to day resolution of ensuring calls are addressed and issues mitigated before SLA thresholds are exceeded
  • Identify SLA (service level agreement) differentials and implement solutions to improve response times
  • Partner with business peers (Sales, IT, etc) to research and resolve escalated issues
  • Communicate the status of issues to users, as applicable
  • Ensure call logs and tracking are maintained for trending analysis
  • Interpret and understand call log analysis to include identification of root cause for patterns of individual callbacks and/or knowledge gaps
  • Participate in process & efficiency improvement design discussion and development
  • Identify and communicate regularly with Line of Business management and Business Partners for Sales performance enhancement opportunities
  • Partner with Learning & Development team providing user training feedback, including suggestions or improvements to material development and updates
  • Provide coaching, mentoring, and development of staff skill and ability ensuring execution of performance benchmarks and accuracy of information communicated
  • Remain current and up-to-date on changes to KBM policies, processes and Origination software system changes and updates.
  • Execute and perform at a professional level with respect to communication and cooperation
  • Focus on the delivery of excellent service

*Bachelor's degree with 3 years of experience or equivalent work experience within the consumer mortgage banking industry

  • Demonstrated business and technical knowledge of respective business unit
  • Proven ability in the successful execution of essential job functions within a specific project.
  • Proven knowledge of consumer mortgage banking (could include operations, secondary marketing and/or sales).
  • Proven ability to establish and maintain effective collaborative partnerships among the business unit and internal partners.
  • Ability to manage multiple activities in a deadline-oriented environment; highly organized and flexible
  • Strong research skills with an attention to detail
  • Strong listening, verbal and written communication skills
  • Strong Microsoft Office skills – Excel, Word and Power Point
  • Ability to work independently and jointly in unstructured environments in a self-directed way
  • Ability to take a leadership role on projects and with business unit
  • Experience in research and analysis of data, market needs, and customer issues
  • Negotiation skills

KeyCorp's roots trace back 190 years to Albany, New York. Headquartered in Cleveland, Ohio, Key is one of the nation's largest bank-based financial services companies, with assets of approximately $134.5 billion at March 31, 2017. Key provides deposit, lending, cash management, insurance, and investment services to individuals and businesses in 15 states under the name KeyBank National Association through a network of more than 1,200 branches and more than 1,500 ATMs. Key also provides a broad range of sophisticated corporate and investment banking products, such as merger and acquisition advice, public and private debt and equity, syndications, and derivatives to middle market companies in selected industries throughout the United States under the KeyBanc Capital Markets trade name. KeyBank is Member FDIC.

Key Community Bank serves individuals and small to midsized businesses from Maine to Alaska through our 15-state network of over 1,200 branches, 1,500 ATMs, telephone banking and robust online and mobile platforms. KeyBank’s Consumer/Business Banking segment provides consumers and small business owners with straightforward banking solutions and personal finance expertise that helps them make confident financial decisions today and plan for tomorrow. Key Private Bank offers wealth planning that follows a consistent, disciplined approach guided by objective advice based on each unique situation. KeyBank Commercial Bank offers midsize business financial services that drive growth and profitability and help business owners identify new opportunities with products and services including deposit, cash management, investment services, commercial lending, equipment leasing, and asset-based lending.


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.

JobID: 32648BR

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