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Senior Specialist (Customer Service) in Superior, CO at Key Bank- Corporate

Date Posted: 3/20/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Superior, CO
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    3/20/2019

Job Description


Job Brief- Leasing Services is a division of Key's Technology & Operations (KTO) group and is comprised of several teams that provide post-booking servicing (Customer Service, Collections, Collateral Services, Payment Processing and Account Maintenance) for the Key Equipment Finance (KEF) line of business. KEF provides tailored equipment lease and structured finance solutions for small-to-large commercial, government and specialty finance clients.

The Customer Service Senior Specialist will be responsible for resolving Inquiries on all customer facing requests, including, but not limited to:
• Copies of documents
• Address changes
• Pay by phones
• Transfer & Assumptions
• Mid-term doc modifications
• Payment histories
• Vendor payment pass throughEssential Job Function-
• Answer and resolve incoming calls from internal and external customers in a timely manner.
• Provide exceptional customer service using the client focused, committed, capable model KEF thrives on.
• Maintaining the team support box, mail and reports while ensuring requests are completed in a timely and professional matter.
• Create and implement process and procedures
Create and implement trainings as needed.
• Assist team leader in resolving escalated requests/calls.
• Assist team leader in any reporting and team metric data needs.
• Provide feedback and any performance issues to the team leader.
• Identify and analyze account discrepancies by utilizing both the customer's and in- house information to provide accurate resolutions.
• Identify and propose improvement activities in all customer service areas with the objective of achieving goals set for process efficiency and managing risk within established standards.
• Embrace strategies and initiatives that positively impact employee engagement, maximize work/life balance and foster a culture of recognition

Additional Duties:
• Assist in other areas of the company, as needed, to ensure service levels and financial targets are met/exceeded

Required Qualifications:
College Degree or equivalent work experience

Preferred Qualifications:Soft Skills
• Collaborative and consultative
• Basic project management
• Motivates others
• Advanced problem solving
• Creates Ease, Value, Expertise
• Managing competing priorities & meets deadlines
• Champions change
• Ability to connect the dots; broad thinking

Functional Skills
• Knowledge about lending
• Deep understanding of E2E process & operational metrics
• Mastery of multiple systems & tools
• Continuous improvement implementation
• Advanced understanding of risk & controls

Location- Superior, CO


FLSA STATUS:Non-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.

34424BR

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