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Lead Specialist (Escalations Team) in Brooklyn, OH at Key Bank- Corporate

Date Posted: 7/29/2020

Job Snapshot

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

Job Description

As a subject matter expert, Individuals will perform complex and detailed analysis of accounts to determine appropriate short/long term plans to minimize default or loss and resolve customer inquiries/complaints. This includes contacting and following-up with customers to identify root causes of issues, and using problem-solving skills to resolve the issues. Further responsibilities include the evaluation of loan documentation; when necessary, making customers aware of external assistance organizations; or coordinating the appropriate resolution internally across departments. Individuals will also provide assistance to associates by answering questions and providing floor coverage when managers are unavailable.

  • Place outbound calls and handle inbound customer calls related to high priority or special account inventory. This would include private banking, business banking and high balance account handling within the Risk Operations inventory.
  • Provide responses to complex customer issues to telephone associates, or directly to customers via escalated calls.
  • Research and respond to complaints or account inquires. Draft written Reponses when requested.
  • Participate in and facilitate information sharing with your manager, business partners, peers, and direct reports in a timely and efficient fashion to ensure widespread communication.
  • Assist in the training and development of frontline personnel via monitoring of service and production results both in a training “nesting” environment as well as the production floor.
  • Accurately and timely complete, communicate and follow-up on any issues identified via the Key Bank/Risk Operations complaint resolution process.
  • Actively participate in and identify world-class team members by partnering with the recruiting team, participation on panel interviews and supporting the new hire selection/training process.
  • Any additional assigned tasks.
  • Associates or Bachelor’s Degree or equivalent experience
  • 1 year’s experience with pertinent process
  • Ability to work Monday - Friday typically first shift but will need ability to work second shift as needed. Work schedule is subject to change based on business need.
  • Large call center operations background
  • Demonstrates integrity and value commitment
  • Proven ability to set and obtain goals
  • Excellent interpersonal skills
  • Superior verbal and written communications skills
  • Displayed sense of ownership in relation to attitude and actions, assignments and event outcomes
  • Call center technology (PC, Phone Switch, Dialer, Collection System, etc.)
  • Knowledge of Microsoft Office software
  • 4910 Tiedeman Road, 6Fl, Brooklyn, OH OR 4224 Ridge Lea Road Amherst, NY


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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