Department Manager I - Single Point of Contact RE in Brooklyn, OH at Key Bank- Corporate

Date Posted: 9/14/2018

Job Snapshot

  • Employee Type:
  • Location:
    Brooklyn, OH
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Job Brief:
This position provides leadership for the Real estate Single Point of Contact team responsible for managing the customer relationship throughout the default/loss mitigation process. Team functions include, review and disposition of Loss Mitigation applications, communication liason with the borrower for possible solutions through final outcome. Areas of focus include management of multiple operational activities, business planning, strategy execution, staff management and strong line of business interaction.

Risk to the organization is very high. Position affects Key’s internal and external financial reporting, the corporate client experience with respect to loans, regulatory compliance, and risk mitigation.

Required Qualifications:
  • Bachelor’s degree or equivalent,
  • 2-5 years of leadership experience, preferably in default management, Loss Mitigation, Single point of contact ,operations management or equivalent field.
  • Operations management skills
  • Demonstrated ability to lead high performing team
  • Knowledge of Investor(FHA, Fannie Mae, Freddie Mac), state and federal guidelines as they relate to Loss Mitigation.
  • Strong Analytical and Problem-solving skills
  • Clear thinking and decision making
  • Strong relationship building, communication and influencing skills. Must be able to communicate with internal partners as well as customers.
  • Ability to independently lead from idea to implementation to post implementation validation and performance monitoring.

Essential Job Function:
  • Manage a team of Single Point of Contacts (SPOC) operating as liasons between customer and other default departments including Loss Mitigation, Foreclosure, Loan servicing and other mortgage groups as necessary
  • Analyze and devise strategies to improve customer experience, reduce cycle time, and improve efficiency with a focus on resolving delinquencies and associated losses.
  • Manage the on-going operations of the department workflow and control environment for functions that include but are not limited to, receipt and review of loss mitigation applications, high touch inbound/outbound calling efforts and end to end performance of loss mitigation programs.
  • Develop regular updates, reports, presentations to senior management as needed to ensure awareness and high performance
  • Accountable for establishing and achievement of all productivity/objectives, quality and internal/external Service Level goals by team members.
  • Responsible for ensuring superior client servicing throughout the life of each Loss Mitigation application. This activity involves direct client and collections team contact to respond to the needs and requests of our customers.
  • Optimize strategies across multiple strategies including digital phone and mail channels to proactively reach delinquent or high risk borrowers and improve loss mitigation conversion rates.
  • Responsible for monitoring and tracking of loss mitigation activities ensuring root cause analysis and appropriate internal feedback is occurring.
  • Maintains thorough working knowledge of all Loss Mitigation offerings of all investors and insurers, as well as state and federal guidelines.
  • Serve as a role model by consistently demonstrating desired leadership behaviors.
  • Coach and develop high performing team to recognize and take advantage of opportunities to enhance operational efficiency, reduce expenses and/or minimize turnover.
  • Lead the development of new processes, review loss mitigation standards, policies and procedures to minimize KeyBanks risk exposure and ensure success of the Loss Mitigation department.
  • Communicate KeyCorp, KT&O and LS goals, policies, priorities and procedures to team members in a clear and positive manner.
  • View all activities performed within the team with a clear understanding of possible risk. Actively seek ways to mitigate that risk by putting proper and sustainable controls in place. Ensure that all activities are compliant with various laws and regulations governing consumer loss mitigation functions.
  • Implement new policies and procedures, ensuring that timely and appropriate training has occurred.

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) is Key Bank’s shared services organization for technology, operational, and servicing functions supporting business partners and clients across all lines of business. Within the overall organization, KTO provides efficient, reliable and secure technology; creates an effective variable cost technology delivery model that maximizes the return on IT spend; orchestrates the efficient use of corporate information and technology assets; and supports innovation that creates competitive distinction. KTO is effective and efficient in payment and deposit servicing, loan servicing, exception and dispute processing, investment and support services, sourcing and procurement, as well as enterprise-wide fraud prevention, investigations and operational support to human resources and the Bank’s BSA/AML program.


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: 31651BR

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