Senior Specialist (Client Resolution- Workflow Coordination Role) in Brooklyn, OH at Key Bank- Corporate

Date Posted: 10/31/2018

Job Snapshot

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

Job Description

The Client Resolution Worklow Coordiator will be responsible for research and response to executive and regulatory disputes and other complaints on loan products and supporting activities routed to Loan Services from Executive Client Relations (ECR) . The workflow will partner and interact with internal leaders within the Loan Services including C, internal Bank partners, representatives from ECR, Legal and Compliance to resolve issues. The postiion will include handling escalated requests from team members, clients and internal Key partners and assist with workload prioritization as well as projects and provide daily scorecard statistics to team and management. Workflow tracking and preperation of monthly report outs and participation in presentation of results to management team.

Additional responsibilities include: interacting with internal customers to directly resolve credit bureau Fair Credit Reporting Act (FCRA), Chex System, and Cease and Desist disputes or issues related to bank products; processing of Compliance related requests such as Service Members’ Civil Relief Act (SCRA), Miltiary Lending Act (MLA) and Real Estate Settlement Procedure Act (RESPA), Truth in Leanding (TILA) written billing disputes. The person fulfilling this position will unfailingly provide excellent quality customer service while continually practicing the essentials of the Key Values.
  • Managing, facilitating and responding to all Executive Client Relation complaints for Loan Services including Government complaints from the CFPB, OCC, AG, etc.
  • CDIA data furnisher certified for FCRA
  • Accurately articulate in written form issues and solutions as related to complaints with loan and collections processes.
  • Partner effectively with compliance, legal and Executive Cllient Relations personnel.
  • Perform accurate and timely processing of credit bureau disputes received from credit reporting agencies and disputes received internally for accounts housed on ALS, CLS, Hogan, TSYS, ASF, CACS/CAS, and MSP systems
  • Research and resolve of Credit Bureau Rejects and Errors
  • Accurate and timely processing of Cease and Desist requests
  • Accurate and timely processing of Chex System Disputes
  • Analyzes and review of military orders for accounts housed on ALS, CLS, Hogan, TSYS, MSP, systems; process for Service Members’ Civil Relief Act (SCRA).
  • Research and respond to Qualified Written Requests as they pertain to the Real Estate Settlement Procedure Act (RESPA) and Truth and Lending (TILA)
  • Research requests to appropriate conclusion and effectively communicate the results
  • Diminish risk to corporation by ensuring regulatory and risk compliance
  • Take inbound Line of Business, Branch and Call Center phone calls with regards to function performed
  • Promote virtual team cohesiveness and cross site partnering and guides team member identifying positive solutions
  • Contribute continuous improvement ideas
  • Comply with all Loan Services procedures as outlined in operating instructions, procedures and policies
  • Meet minimum individual and departmental goals and service level agreements
  • Responsible for onboarding and coaching new team members
  • Effectively manages small projects
  • Performs quality verification testing
  • Provides feedback and input to manager for team member performance review
  • Review workflow in all queues in Key View, MSP and email boxes to ensure workflow items are handled within service level standards

Essential job duties
• Primary focus is on complex execution within defined and undefined parameters. Roles at this level are responsible for complex operational and/or administrative work
• Administering complex procedures, analysis, tasks and reporting while receiving no instructions for filing, recording, processing, servicing, recording, and/or organization of documentation associated with a product or process
• Reviews and ensures proper documentation or procedures are used for complex activities and also checks the work of less experienced employees
• This role covers a combination of staff within the areas of credit cards, retail banking, small business banking, consumer lending, mortgage banking, collections, recovery, origination, or auto finance and cover a broad range of responsibilities and duties
• Identifies and resolves Complex issues that do not have established guidelines. May provides service in relation complex billing inquiries, service requests, suggestions and complaints from customers
• Individual at this level uses independence of thought to solve complex problems and is seen as an expert by others while contributing to work flow or process change and redesign, and to form a strong basic understanding of the specific product or process
• Accountable for complex reporting and analysis requests
• Organizes, records, process, services the production of various activities of the team.
• Delivers subject-matter expertise to customers and lower level employees.
• Recommend and implements programs to solve complex issues
• Is fully proficient in duties and works under limited to no supervision
• Seen as a subject matter expert across the line of business
• Other duties as assigned

Required and/or Preferred Qualifications:
• Typically has 3+ years of experience with a strong knowledge of the business.
• High School Diploma or GED equivalent. College degree preferred
• Works well with others in a fully developed work team environment
• Open minded and adaptable to new ideas in a changing environment
• Excellent customer service skills
• Proven excellent verbal/written communication and interpersonal skills
• Demonstrated leadership skills
• Ability to work under pressure and meet deadlines
• Analytical, research and problem resolution skills
• Proficient in 10-Key, able to perform with a high degree of speed and accuracy.
• Comfortable navigating multiple computer systems and applications
• Proficient in Microsoft Office applications
• Complex understanding of accounting principles
• Complex understanding of banking policies, procedures, government regulations
• Complex understanding of loan documentation
• Proven ability to handle all monetary/ processing functions independently
• Advanced knowledge/experience in multiple payment delivery channels; OLDS, Lockbox, ACH, wires
• Advanced knowledge of banking policies, procedures and governmental regulations. Knowledge and understanding of consumer compliance regulations.
• Ability to perform complex scheduled and non-scheduled maintenance functions
• Proven ability to handle high transaction volumes accurately
• Ability to meet production goals
• Proven ability to handle all customer service inquires and diffuse difficult customer situations independently
• May train or assist in training new staff
• Ability to work with minimal supervision in decision making
• Excellent customer service skills.
• Exceptional attention to detail.

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: 32494BR

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