Lead Specialist (Retirement/HSA Operations Team) in Buffalo, NY at Key Bank- Corporate

Date Posted: 8/3/2019

Job Snapshot

  • Employee Type:
  • Location:
    4224 Ridge Lea Road
    Buffalo, NY
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description


This position is responsible for Retirement/HSA support functions through telephone requests by performing timely processing of monetary transactions and maintenance. This specialist acts as a technical expert for KeyBank’s Retirement/HSA plan portfolio for all branches and the Retirement Contact Center. This specialist is responsible for processing complex Retirement/HSA transactions. Each specialist will participate as a team member dedicated to providing the highest quality of service to each other, internal and external customers. This specialist will assist with training, writing procedures and supporting special projects.


  • Listens to others, speaks effectively, uses diplomacy and tact for excellent interactions with the team to assure a cohesive work environment so that as a team, deadlines and service levels are met.
  • Strong client focus and customer service skills to answer telephone inquiries from external and internal clients
  • Executes transactions for Branches, Call Centers and department functional tasks accurately and timely in accordance with department procedures and federal and state government regulatory requirements.
  • Analyzes, and remedies customer processing requests as they pertain to regulatory compliance and reporting.
  • Maintains current and correct documentation for each Retirement Plan and HSA established for retrieval, storage, safekeeping and disaster recovery.
  • Performs mandated processes to insure compliance regarding account opening and plan documentation.
  • Performs diverse functions and is required to work independently with limited supervision.
  • Utilizes computerized systems which control information to be elicited and researched when performing tasks.
  • Utilizes PC software to prepare correspondence and fulfill functional tasks with the ability to utilize Microsoft Office Word/Excel to create efficiencies in the processes performed by the team.
  • Stays current with the Internal Revenue Code regulations, Treasury Regulation changes, private letter rulings and IRS announcements and notices and applies them to work processes.
  • Consistently recommends efficient and effective processes for managing compliance and corporate risk.
  • Possesses the functional and leadership skills that allow for high level, accurate decision making as it relates to processes, compliance, risk and client service
  • Demonstrate commitment to high performance management by modeling KeyBank values which will ensure that our employees and customers receive the respect set forth by these values.
  • Supports escalated requests.
  • Ability to train team members.
  • Communicates with attorneys on complex beneficiary issues.
  • Works various reports.
  • Support the team regarding fed & state regulatory rules, bank policy and department procedures.
  • Performs review & approval of large dollar general ledger transactions.


  • High School Diploma or GED
  • Excellent oral, written and interpersonal skills
  • Flexible work schedule to meet deadlines
  • Proficient Microsoft Office Word/Excel skills
  • Aptitude to write procedures and train team members
  • Well organized, with the ability to multitask and have strong customer service skills to be able to service our clients over the phone in a high volume environment
  • Adaptable to new ideas in a changing environment
  • Detail orientated to ensure accuracy in tasks completed
  • Ability to identify and escalate risk
  • Ability to identify and suggest process improvements
  • Propensity to work with IRS regulations
  • Make independent Judgment/decisions


  • Knowledgeable in deposit products and regulations
  • Prior operational experience
  • 2 years working with a regulatory process
  • Two years of Retirement Operations knowledge
  • Can facilitate the disaster recovery plan by working from home as needed.


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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