Lead Specialist (Secured Collections) in Buffalo, NY at Key Bank- Corporate

Date Posted: 6/5/2019

Job Snapshot

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

Job Description

Job Description

In a financial services contact center, the Lead Specialist will receive inbound and place outbound calls in regards to delinquent accounts in a fast paced environment. This position will most likely be working secured accounts such as real estate and/or auto loans.

Place/receive calls via the telephone as well as an automated dialer
Negotiate payment arrangements to reduce delinquency
Proactively identify settlements, re-ages, modification and extension opportunities
Add, change, and delete information in multiple file screens within multiple collection systems
Comply with all policies and procedures as outlined in operating instructions
Serve as entry point for the identification, routing, and documentation of all pertinent collection support
processes (I.E.: modifications, bankruptcy, skip-tracing, etc.)
Meet minimum individual and departmental goals and service level agreements
Adhere to Federal Regulatory requirements regarding debt collections

Computer proficient
Proven ability to stay focused in a continuous process flow and keep pace within work team
Superior verbal and written communication skills
One or more years of customer service or collections experience

Availability to work between the hours of 8:00 a.m. - 9:00 p.m. Monday - Thursday and Fridays from 8:00 a.m. - 6:00 p.m. (the traditional shift is typically an 8 hour shift however there is a requirement to work at least one later evening shift per week). Availability to also work approximately two Saturdays per month from 8:00 a.m. - 2:00 p.m. Availability to work additional hours as needed.

They are also considering candidates who would be available to work Monday - Thursday 12:30 p.m. - 9:00 p.m. and Friday 9:30 a.m. - 6:00 p.m. and every other Saturday. Availability to work additional hours as needed.

Bachelors Degree
Familiarity with quality programs such as Six Sigma, ISO 9000, TQM, etc.
Experience with automated dialers and CACS/CAS

Excellent interpersonal and motivation skills
Demonstrated ability to handle change
Displayed sense of ownership in relation to attitude and actions, assignments and event outcomes
Ability to multi-task


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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