Lead Specialist (Client Resolution) in Various at Key Bank- Corporate

Date Posted: 7/30/2019

Job Snapshot

  • Employee Type:
  • Location:
    For those who work at home, OH
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Please note that they will consider remote work options (after person is fully trained) for candidates who are local to the Tiedeman Road facility in Brooklyn, OH or local to 702 W. Idaho Boise, ID facility. During training it is required that the person work in the office daily for typically 2 - 3 months. Candidate will also need to have the ongoing ability to come into the office location to work as needed for business reasons and at least one week per month.

The Client Resolution Specialist will be responsible for research and response to executive and regulatory disputes and other complaints on loan products and supporting activities routed to Loan Services from Executive Client Relations (ECR) . The analyst will partner and interact with internal leaders within the Loan Services including Consumer Collections and Recovery, internal Bank partners, representatives from ECR, Legal and Compliance to resolve issues. The postiion will include handling escalated requests from team members, clients and internal Key partners and assist with workload prioritization as well as projects and privide daily scorecard statistics to team and management.

Additional responsibilities may include: interacting with internal customers to directly resolve credit bureau (Fair Credit Reporting Act), Chex System, processing of Compliance related requests such as Service Members’ Civil Relief Act (SCRA) and Real Settlement Procedure Act (RESPA) written billing disputes; The person fulfilling this position will unfailingly provide excellent quality customer service while continually practicing the essentials of the Key Values.
  • Managing, facilitating and repsonding to all Executive Client Relation complaints for Loan Services including Governtment complaints from the CFPB, OCC, AG, ect.
  • Accurately articulate in written form issues and solutions as it relates to complaints with loan and collections processes.
  • Partner effectively with compliance, legal and Executive Cllient Relations personnel.
  • Perform accurate and timely processing of credit bureau disputes received from credit reporting agencies and disputes received internally for accounts housed on ALS, CLS, Hogan, TSYS, ASF, and CACS/CAS systems
  • Research and resolve of Credit Bureau Rejects and Errors
  • Accurate and timely processing of Cease and Desist requests
  • Accurate and timely processing of Chex System Disputes
  • Analyzes and review of military orders for accounts housed in ALS, CLS, Hogan, TSYS; Processing and maintenance of accounts housed on ALS for Service Members’ Civil Relief Act (SCRA).
  • Research and respond to Qualified Written Requests as they pertain to the Real Estate Settlement Procedure Act (RESPA)
  • Processing of Fraud resolution transactions and rebooks of new loans
  • Accurate and timely processing of Consumer and Commercial Damage Claim Processing
  • 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
  • Responsible for onbaording and coaching new team members
  • Provides feedback and input to manager for team member performance review
  • Review workflow in all queues in Key View, AT Task and email boxes to ensure workflow items are handled within service level statndards
  • 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
  • Proven ability to handle change
  • Strong knowledge and understanding of Consumer Compliance Regulations
  • Undergraduate degree or equivalent experience.
  • 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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