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Lead Specialist in Albany, NY at Key Bank- Corporate

Date Posted: 9/25/2020

Job Snapshot

  • Employee Type:
  • Location:
    Albany, NY
  • Date Posted:

Job Description


As part of the Client Servicing vertical of Onboarding & Servicing Technology and Operations, associates specialize in Research and Adjustments, Account Analysis, KeyNavigator, Consumer and Commercial Card Support, and Application Control support our clients across the team’s broad areas of responsibility. This position is a 2nd shift role, working 11 am - 8 pm.

Provide second level technical support to clients of KeyNavigator in the areas of trouble shooting complex issues that involve PC operating systems, Internet browsers, Internet connectivity, user knowledge and understanding of KeyNavigator features/functions.
Escalate, as necessary, any issues to appropriate KTO and Support Departments.
Maintenance of existing KeyNavigator clients in a timely and accurate manner on KeyNavigator (KN).
Monitor KN System for file availability; trouble-shoot any file failures with appropriate KTO and Support Departments.
Monitor and resolve Quest requests received from CBS Internet Support within SLA; escalate issues as needed.
Provide as necessary, first level KN Security support for credential and certificate trouble-shooting.


Recommends and implements programs to solve routine issues, improve process efficiency, quality and client experience.
Identifies and resolves moderate issues by following established guidelines. Refers more complex problems to senior level or manager.
Typically covers a broad range of responsibilities rather than focusing on one specific role.
Actively participates in self-development in order to support the common team but also ones future advancement.
Utilize excellent time management skills; working with strict deadlines to achieve service level agreements on a daily basis.
Communicate trends to management and share best practices with team members to achieve a fully engaged, high performing work environment.


Complete monthly reporting statistics that are tracked and reported to operations management, product management, and others involved in supporting KN.
Provide updates to CBS on KN issues; provide feedback on service quality issues; and provide information/training on new features or services being introduced to clients.
Provide communication to impacted LOBs and others supporting KN during system outages, service issues or other incidents impacting users of KN.
Additional responsibilities as assigned.


Must be able to work 2nd shift hours, from 11 am - 8 pm
High school diploma
PC Skills (Microsoft Office, Windows, Lotus Notes)
Understanding of internet concepts, usage and web sites
2 or more years experience in an operations or client focused environment
Excellent oral and written communication skills
Basic knowledge of cash management products and services


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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