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Mortgage Complaint Resolution Manager in Brooklyn, OH at Key Bank- Corporate

Date Posted: 9/8/2020

Job Snapshot

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

Job Description


**Considering candidates located in Cleveland, Buffalo or Pittsburgh**

The Mortgage Complaint Resolution Manager is responsible for managing client relations and complaint activity in order to ensure thorough and timely resolution of client issues, concerns, and complaints are handled. This role is also responsible for: helping the organization understand the client perception and providing feedback to sales and fulfillment team; identifying tactics to improve the client experience and to improve client satisfaction; utilizing and implementing client experience metrics as an integral part of performance management; serving as a liaison between the client and KeyBank Mortgage sales and fulfillmnt team; and researching, solving and handling the most complex issues.

  • Research and resolve all escalated client issues, concerns and complaints
  • Partner closely with Executive Client Relations team on all esalated client issues and complaints in orer to bring client resolutoin.
  • Prepare written communication to the customer regarding the resolution of their issues, concerns or compliants
  • Own the resolution process and where appropriate calculate appropriate redressProvide feedback to sales and fulfillment team for coaching opportunities
  • Interaction with the Consumer Financial Protection Bureau, Federal Regulators and State Regulators in the research, review and response to questions and complaints
  • Ensure appropriate levels of productivity, department standards and objectives are met
  • Evaluate workflows and make service, process and product improvement recommendations with a view to continually improve the customer experience
  • Track the overall client experience, regulatory complaints, written complaints, social media complaints and analyze data for trends, issues and risks
  • Ensure the customer remains engaged and updated of progress until a fair outcome for the customer is achieved
  • Identify changes needed to improve customer experiences in order to reduce customer complaint volume.


  • Bachelors degree or equivalent work experience.
  • Minimum 8 years residential mortgage experience; comparable servicing experience is a significant plus
  • Proven experience with handling escalated customer issues
  • Ability to analyze and handle complex problems across all channels
  • Ability to negotiate solutions that are both a win for the customer and the company
  • Ability to drive change to improve customer experience and reduce customer complaint volume
  • Strong judgment skills and the ability to act with speed and eliminate barriers and roadblocks
  • Ability to establish a strong rapport with partners at all levels and drive collaboration among team members
  • Demonstrated ability to Creative and strategic thinking and planning;
  • Proven knowledge and understanding of Regulatory requirements
  • Exceptional customer service skills; strong collaboration and problem solving skills
  • Excellent written and verbal communication skills and ability to work in a team environment
  • Demonstrated ability to prioritize, multi-task, meet deadlines and adapt to changing priorities with strong organizational skills


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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