CLC Sales Support Team Specialist in Canton, OH at Key Bank- Corporate

Date Posted: 2/28/2018

Job Snapshot

  • Employee Type:
  • Location:
    202 Second Street NE
    Canton, OH
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:

Job Description

In a Financial Services Contact Center environment, the CLC Sales Support Team Specialist assists associates with escalated calls and management of service levels. The CLC Sales Support Team Specialist will participate in the loan closing process as a workflow leader ensuring files are routed properly and handled by the associates. They also resolve internal and external client inquiries and concerns. The Team Specialist will also provide monthly reporting for all channels supported by Sales Support, including Small Business credict cards, Branch, Internet, Telesales and Key Bank Mortgage will.

- Respond to inbound escalated calls. Also respond to inbound and outbound calls as needed when service levels are impacted to relay decision and /or questions from underwriting (i.e., approved, declined, counter offer, etc.).
- Work with clients to resolve any issues . Ability to problem solve and offer alternatives to clients. Problem solving skills to follow actions to all any parties needed on where/who to contact to ensure proper and timely resolution.
- Maintain consistent workflow and adapt to changes per schedules in ACAPS.
- Provide positive coaching and feedback to associates when opportunites arise.
- Open and maintain lines of communication with internal/external clients and line of business partners.
- Provide monthly reporting documents for all channels supported by CLC Sales Support.
- Help to manage and coach to associates on service levels and DHP guidelines to help contribute to the overall success of the team.
- Look for opportunities to help others by utilizing product knowledge, sales skills, and understanding of technology
- Be registered and certified under the Nationwide Mortgage Licensing System and Registry.

- High School Diploma or GED equivalent
- Two years customer service experience
- One year cross sell and/or direct sales experience
- Excellent written and oral communication skills
- Strong organizational and time management skills.
- Knowledge of Microsoft Office utilities, including Word & Excel.

Employees in this job are required to comply with all rules and regulations of The Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (The SAFE Act). Employees hired or transferring into this position will need to meet the qualification requirements, in Key's sole discretion, under Reg. Z, prior to acting as a loan originator in a consumer credit transaction secured by a dwelling. Qualification requirements include but are not limited to an assessment of overall financial responsibility, character, and general fitness through review of a criminal background check, credit report, and information about any administrative, civil, or criminal findings by any government jurisdiction.

- Associate or Bachelor's Degree
- Financial Services background experience
- Knowledge of Financial Products
- Call Center experience

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 Technology and Operations (KTO) provides efficient, reliable and secure technology, operational, and servicing functions to support business partners and clients across Key. It creates an effective variable cost technology delivery model that maximizes the return on IT spend and orchestrates the efficient use of corporate information and technology assets while supporting innovation that creates competitive distinction.


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: 27697BR