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QA Lead Analyst - Fraud & Dispute Operations in Various at KeyBank

Date Posted: 12/17/2020

Job Snapshot

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Job Description

About the Job
Works under the guidance of leadership to drive and analyze operational support processes.
Confirming the decisioning of the claim review; affirming procedures were followed, ensuring the technical accuracy of the claim per regulatory guidance. Documenting feedback of claim reviews and escalating technical and procedural themes to management (additional coaching for individual employees or the department as a whole).
Mentors others. Works independently and advises others, recognized as subject matter expert. Other responsibilities may include participation in the following departmental activities: procedure development/review, training development, root cause analysis related to driving procedural enhancements, and participation in technology related enhancements.

Essential Job Functions
Fraud and/or Quality Monitoring experience
Strong attention to detail to identify anomalies in business processing
Broad understanding across Fraud Operations
Ability to independently create a new function and document processes, procedures, training
Demonstrate superior analytical skills while confirming the decisioning/outcome of a claim review. Ensure the decisioning was well articulated with a supportable rationale while complying with departmental procedures.
Identify opportunities to improve the effectiveness and/or efficiency of policies, procedures and/or processes and make the appropriate recommendations to management, take part in implementation and drive towards completion.
Demonstrate and maintain familiarity of industry trends and practices in operational area, Risk Management, Compliance, and Operations.
Identifies and implements operational improvement concepts.
Assist in developing reporting and metrics to measure performance and effectiveness of operational processes.
Support all solutions for business critical operational or technology issues including operational impact, root cause analysis, cross business impact, and arrival at solutions; communicate clearly to end users and key stakeholders.
Partner and communicate with stakeholder groups to ensure workload is effectively prioritized, planned, and tracked to completion.

Required Qualifications
5+ years of experience in a fraud operations and/or QA role
High school diploma, college degree preferred


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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