Section Manager - Document Preparation in Buffalo, NY at Key Bank- Corporate

Date Posted: 5/22/2019

Job Snapshot

  • Employee Type:
  • Location:
    726 Exchange Street
    Buffalo, NY
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

This position is responsible for the management of the Document Preparation team within Loan Servicing. The leader will manage a staff that will work together as a team to support their lines of business. The leader will be responsible for ensuring that the level of service provided is of optimum quality while continually practicing process improvements in tandem with continuous improvement. The successful candidate assumes a leadership role in identifying customer needs and determining/developing new procedures to better service internal and external clients. The leaser actively promotes the development of quality working relationships between Loan Services and its clients. Responsible for document preparation for deals residing on the Commercial Loan System (CLS), ensuring all SLA’s are adhered to. He/She understand and minimizes risks in the process. These individual monitors client expectations and their degree of satisfaction with service level agreements on a continuing basis. The successful leader will have the ability to manage multiple workflow processes to support the Business Banking, Small Business, and Community Development business segments. This leader will forecast volumes and align the work with the appropriate resources to ensure service level, quality and risk standards are met. The leader much be able to work collaboratively with peers, business partners and support resources to achieve Loan Services, Enterprise Operations and business segment goals. This leader much have a passion for client service and deliver a level of service of the highest accuracy and timeliness while adhering to legal requirements and bank standard operating procedures.

  • Selects, develops and leads teams of skilled servicing professionals, assisting in their career growth by empowering them to assume ownership of their team.
  • Provides and leverages team to excellent client services.
  • Works collaboratively and cross-functionally with Key’s line of business, technology and support partners.
  • Understands how the team contributes to the organization’s tactical and strategic plans.
  • Implements new bank policies and procedures ensuring that appropriate training has occurred.
  • Oversees daily activities for the commercial team promoting overall quality control and ensuring that bank standards and policies are met.
  • Understands, manages and minimizes risk in the process.
  • Ensures that exceptions and errors are addressed in a timely manner and that thorough follow up is accomplished.
  • Organizes workflow and delegates work load to adhere to established service level agreements and provides quality customer service.
  • Provides effective supervision through the practice of Key’s personnel policies, positive coaching and counseling techniques.
  • Ability to work in on-line, image enabled work queues to ensure timely processing of tasks.
  • Ability to identify issues, respond with a sense of urgency, escalate as necessary and solve for root cause.
  • Effective utilization of ‘dual monitor’ environment.
  • Ability to work in and support virtual team environment.
  • Accurate identification and indexing of task related documents.
  • Best practice sharing.

  • Bachelors Degree or equivalent experience.
  • Experience and knowledge of Loan Workflow technology.
  • Solid working knowledge of commercial and/or consumer loan documentation and loan servicing functions.
  • Significant knowledge of industry trends and practices especially as it relates to document management.
  • Maintains Composure: Has the ability to work well under pressure in a fast-paced production environment.
  • Strong working knowledge of government regulation (Federal, State, County and City) as it relates to all aspects of loans.
  • Demonstrated strong interpersonal skills. Able to interact at any level of staff and management.
  • Proven ability to lead and develop high performing talent.
  • Excellent written and verbal communication skills.
  • Proven success in providing consistent high-quality service skills as it relates to internal and external customers.
  • Must be a team play with strong work ethic, flexible, creative in developing processes and solutions to meet departmental goals.


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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