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HLC Support Specialist in Brooklyn, OH at Key Bank- Corporate

Date Posted: 9/10/2020

Job Snapshot

  • Employee Type:
  • Location:
    4910 Tiedeman Road
    Brooklyn, OH
  • Date Posted:

Job Description

The HLC Support Specialist directly supports the Home Lending Center (HLC). The HLC is a team of loan officers that provides home lending solutions to KeyBank clients in a centralized telesales environment. The Support Specialist is primarily focused on the successful onboarding of newly hired HLC Loan Officers. Responsibilities include coordination of system access, equipment, physical space, etc., as well as scheduling the new hire’s first 30 days including training, shadowing, team meetings, etc. The Support Specialist monitors progress of onboarding and identifies opportunities to support the loan officer and make improvements to the process. In addition to onboarding, the Specialist provides support to management by assisting with reporting, scheduling, system administration and various administrative duties. This role may be involved in sales projects as well.

A successful candidate in this role will have knowledge of the mortgage loan process and associated documentation with a strong understanding of regulations and laws associated with residential lending.The Sales Analyst should also have a strong working knowledge of KeyBank’s internal systems such as the firm’s Home Lending origination platforms. The Support Specialist needs to motivate, problem solve, counsel or influence others and requires someone that can work independently with little oversight.


  • Helps foster an enthusiastic, inclusive, and productive work environment through interactions with newly hired loan officers in the Home Lending Center (HLC)
  • Assist with the design, coordination and management of the onboarding process for loan officers hired into the HLC
  • Partner with support teams to achieve a consistent and thorough onboarding experience for new hires. Coordinate the set up of all systems, phone, equipment, etc., in advance of the employee’s first day
  • Recognize areas of opportunity to continuously improve the onboarding experience for new hires working with management and necessary partners to implement changes
  • Provide guidance, answer questions and act as a subject matter expert to newly hired Loan Officers during their first 30 days
  • Monitor new hire progress throughout their first 30 days to ensure all necessary trainings are completed on time and employees are grasping the concepts. Share regular performance updates with management
  • Help identify skill gaps and training needs in the HLC. Coordinate with internal partners to build and deliver content. Some facilitation may be required
  • Support management with LO scheduling to ensure appropriate coverage of HLC-designated branches. Maintain master coverage report and ensuring SMART is updated
  • Support management with various administrative duties such as scheduling team meetings, sending of communications, ordering supplies, maintaining the shared drive folder and its content (i.e. call scripts), etc.
  • Send out production reports regularly to HLC loan officers
  • Assist with administration of systems used by the HLC such as lead-management systems
  • Demonstrate working knowledge of critical systems, product knowledge and policy knowledge to support the development of a team member in the HLC. Maintain knowledge of industry compliance standard rules and regulations
  • Perform other related duties as assigned


  • High school diploma required. Bachelors degree preferred or equivalent work experience
  • Minimum of 2 years residential mortgage experience
  • Knowledge of PC (MS Windows and Office Products including Word, Excel, etc.)
  • Knowledge of RESPA guidelines, general knowledge of all mortgage and consumer lending regulations
  • Excellent written and verbal communication skills and ability to work in a team environment
  • Demonstrated ability to prioritize, multi-task, meet deadlines and adapt to changing priorities with strong organizational skills
  • Proven success working in fast-paced, high volume environments
  • Precise attention to detail
  • Ability to network and interct with others to build internal relationships to foster team environment.
  • Foundational knowledge of FHA, VA, Conventional, Jumbo (preferred). Other products, (i.e.) CP, USDA, HELOC preferred but not required.
  • Demonstrated strong customer service skills
  • Ability to handle competing priorities effectively and within established timeframes
  • High level of integrity and trust; must be a team player with a selfless attitude


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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