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Senior Specialist (Client Resolution) in Amherst, NY at KeyBank

Date Posted: 2/26/2021

Job Snapshot

  • Employee Type:
  • Location:
    Amherst, NY
  • Date Posted:

Job Description

Typical work schedule will be Monday - Friday 7:30 a.m. - 4:30 p.m. or 7:45 a.m. - 4:45 p.m. EST.

The Client Resolution Specialist will be responsible for managing, facilitating and responding to executive, regulatory, and high/low complaints and disputes on various products serviced by Loan Services. The Specialist will partner and interact with internal leaders within Loan Services including Consumer Collections and Recovery, Mortgage and Consumer Servicing, Commercial Servicing, Compliance, Legal, Executive Client Relations (ECR) and other internal bank partners to resolve issues. The Specialist will be responsible for analyzing data associated with complaints and disputes specific but not limited to volume trending, root cause analysis, system issues and regularly report out trends to management. The Specialist will also be responsible for interpreting data to identify continuous improvements resulting in reducing the overall complaint volume.

Additional responsibilities may include: interacting with internal customers to resolve Fair Credit Reporting Act (FCRA) disputes and processing of compliance related requests for Service Members’ Civil Relief Act (SCRA), Real Settlement Procedure Act (RESPA) and Truth and Lending Act (TILA) written billing disputes. They will also possess outstanding customer service skills and excel at working in a team based, process oriented environment.
  • Managing and facilitating all Executive Client Relation and internal complaints for Loan Services
  • Partner effectively with Compliance, Legal and Executive Client Relations personnel
  • Analyzes data for trends and system issues relative to information on complaints and disputes.
  • Assist in created reporting based on complaint and dispute data
  • Research and respond to Qualified Written Requests as they pertain to the Real Estate Settlement Procedure Act (RESPA) and written billing disputes as they pertain to the Truth In Lending Act (TILA)
  • Research requests to appropriate conclusion and effectively communicate the results
  • Diminish risk to corporation by ensuring regulatory and risk compliance
  • Take inbound Line of Business, Branch and Call Center phone calls with regards to function performed
  • Promote virtual team cohesiveness and cross site partnering
  • Contribute continuous improvement ideas
  • Comply with all Loan Services procedures as outlined in operating instructions, procedures and policies
  • Meet minimum individual and departmental goals and service level agreements
  • Review workflow in all queues in Key View and email boxes to ensure workflow items are handled within service level standards
  • Builds effective relationships
  • Lead and manage workflow
  • Displayed analysis, judgement, synthesis with data
  • Knowledgeable about lending including legal and regulatory
  • Superior verbal and written communication skills
  • Demonstrated integrity and value commitment
  • Demonstrated sound judgment and decision-making capabilities
  • Displayed sense of ownership in relation to attitude and actions, assignments and event outcomes
  • Strong time management and prioritization skills
  • Excellent interpersonal and motivation skills
  • Manages competing priorities
  • Highly effective communicator
  • Undergraduate degree or equivalent.
  • Advanced knowledge of Word, Excel, PowerPoint, Lotus Notes and SharePoint
  • Solid knowledge of Accounting principles
  • Good knowledge of banking policies, procedures and governmental regulations
  • Ability to perform complex research activities to a successful conclusion
  • Proven ability to handle all customer service inquires and diffuse difficult customer situations independently
  • Ability to adapt to new ideas in a changing environment
  • Provides world class customer service to internal and external customers through total adherence to the Key Values
  • Proven ability to stay focused in a continuous process flow and keep pace in high volume production environment


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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