Section Manager II (Payments) in Brooklyn, OH at Key Bank- Corporate

Date Posted: 1/24/2018

Job Snapshot

  • Employee Type:
  • Location:
    4910 Tiedeman Road
    Brooklyn, OH
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:

Job Description

About the Business
The incumbent leads a staff that will work together as a team to support the loan servicing payments team. The Section Manager is responsible for monitoring exception payments received for consumer loans, commercial loans, and recovery accounts. Responsibilities include, but are not limited to vendor management, scorecards and metrics reporting. The incumbent 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. This position is committed to providing challenges and opportunities for all team members and to fully support the bank’s loan growth and financial goals. The successful Section Manager assumes a leadership role in identifying customer needs, and determining/developing new procedures to better service internal and external clients. The incumbent actively promotes the development of quality working relationships between Loan Services and its clients. This individual monitors client expectations and their degree of satisfaction with service level agreements on a continuing basis. Additionally, the incumbent provides the highest quality of service to ensure 100% customer satisfaction to all internal and external clients.

About the Job
  • Selects, develops and leads teams of skilled and motivated servicing professionals, assisting in their career growth by empowering them to assume ownership of their team.
  • Assumes a leadership role in identifying customer needs to better service internal and external clients within the framework of the team.
  • The Team Leader “leads by example” by consistently demonstrating the desired behaviors of team members and leaders.
  • Utilize quality coaching techniques to promote team competencies and skills that contribute to the effective performance and overall success of the team.
  • Incumbent facilitates the gathering of information, tools and resources necessary to team performance and works aggressively to eliminate barriers to team effectiveness.
  • Monitors individual and team performance as it relates to client expectations on a continuing basis and ensures that performance information is readily available to the team(s).
  • Implements new bank policies and procedures, assuring that appropriate training has occurred.
  • Oversees daily activities for multiple consumer and/or commercial teams promoting overall quality control and ensuring that bank standards and policies are met.
  • 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.

    Essential Functions

  • Ensure proper communications dissemination to all affected areas within area of responsibility – Department Manager, Process Liaison, Associates, Internal and External Clients
  • Coordinates the selection, development, and leadership qualities of skilled and motivated servicing professionals assisting in their career growth by empowering them to assume ownership of their team
  • Motivate and reinforce the team culture through effective communication
  • Serve as a role model by demonstrating the desired behaviors of fully involved work team members and leaders
  • Coach the teams to identify risk, trends and seek and implement solutions for service exceptions
  • Ensure through role model behavior, coaching/training that we “follow through” in a consistent and timely manner
  • Act as a buffer to outside influences that could prove detrimental to team effectiveness
  • Assures timely implementation of new bank policies and procedures ensuring that the team has addressed all pertinent issues, including training
  • Ensure that cross-site approval has been received for all policy/procedural changes
  • Assist team in maintaining quality and quantity of production while working within the approved budget.
  • Provides for individual and team growth through the practice of the bank’s personnel policies and positive coaching techniques
  • Acts as a consultant to team(s) regarding business and personal issues
  • Manage actively across multiple locations
  • Solid knowledge of GL flow and reconciliations with the ability to work closely with Balance & Control functions
  • Good understanding of payment inputs and payment flows for Consumer and Commercial products
  • Process flow and production management skills supporting continuous improvement
  • Ability to communicate with and direct vendor partners
  • Assures accurate records of payments are maintained and available for audits and control testing

Required Qualifications
  • College graduate or equivalent work experience
  • Advanced PC skills and ability to use MS Office (Word, Excel)
  • 3-5 years experience in loan operations or payment processing preferred
  • Strong analytical skills
  • Regulatory compliance knowledge with respect to consumer loan requirements
  • Understanding of loan accounting systems
  • Knowledge of consumer credit policies and products

KeyCorp's roots trace back 190 years to Albany, New York. Headquartered in Cleveland, Ohio, Key is one of the nation's largest bank-based financial services companies, with assets of approximately $134.5 billion at March 31, 2017. Key provides deposit, lending, cash management, insurance, and investment services to individuals and businesses in 15 states under the name KeyBank National Association through a network of more than 1,200 branches and more than 1,500 ATMs. Key also provides a broad range of sophisticated corporate and investment banking products, such as merger and acquisition advice, public and private debt and equity, syndications, and derivatives to middle market companies in selected industries throughout the United States under the KeyBanc Capital Markets trade name. KeyBank is Member FDIC.

Key Technology and Operations (KTO) is Key Bank’s shared services organization for technology, operational, and servicing functions supporting business partners and clients across all lines of business. Within the overall organization, KTO provides efficient, reliable and secure technology; creates an effective variable cost technology delivery model that maximizes the return on IT spend; orchestrates the efficient use of corporate information and technology assets; and supports innovation that creates competitive distinction. KTO is effective and efficient in payment and deposit servicing, loan servicing, exception and dispute processing, investment and support services, sourcing and procurement, as well as enterprise-wide fraud prevention, investigations and operational support to human resources and the Bank’s BSA/AML program.


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.

JobID: 27177BR