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Senior Specialist (Non-Real Estate Loss Mitigation Team) in Brooklyn, OH at KeyBank

Date Posted: 10/6/2020

Job Snapshot

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

Job Description

Please note that the typical work schedule for this position will be Monday - Friday 10:00 a.m. - 7:00 p.m. or 10:30 a.m. - 7:00 p.m. Monday - Friday.

Operates as the “Single Point of Contact” for customers experiencing a hardship and is responsible for inbound and outbound contact, Workout program evaluation, financial wellness counseling, on consumer loans including, Unsecured lines of credit, Auto, Credit cards, Student loans, etc.

•Initiates outbound contact with Customer to determine "reason for default", customers intent, financial ability to repay debt, and to identify potential loss mitigation options/solutions.
•Balance multiple priorities and tasks such as inbound/outbound phone calls, letter generation, trial payment and document tracking.
•Answer inbound phone inquiries from customers regarding the status of the account, and/or perform verbal loss mitigation applications.
•Perform dynamic Interviews with customers to collect, hardship type/duration, financial circumstance and evaluate consumers eligibility for loss mitigation options and provide a one call resolution.
•Assists customers that are in a loan default situation to find hardship solutions by reviewing and qualifying consumers for Loss Mitigation programs including but not limited to, Long Term hardship assistance, Extension, Re-age, Settlement, Short Sale, Debt Management, forbearance.
•Evaluate financial wellness alternatives available to the consumer based on state, county or federal programs based on their financial circumstance.
•Reviews and coordinates and decisions routine to complex retention workouts and or liquidations alternatives.
•Knowledge and understanding of consumer loan products, credit reports, appraisals, default servicing.
•Expected to engage, understand and advise customers of available options to resolve unsecured delinquency leveraging internal or external financial wellness tools.
•Makes a diligent effort to obtain the necessary documents/information from the customer when package is in an incomplete status
•Respond to all customer emails and voice mails within 24 hours, maintains intra weekly attempts to contact the customer and remains as the customers “Single Point of Contact” throughout the lifecycle of loss mitigation.
•Maintain extensive working knowledge of consumer loan products such as Personal/Business Credit card, Student Loan, Auto, Marine, etc. guidelines and timeframes.
•Access information in multiple systems to inform customers of loan workout terms, important dates and deadlines.
•Follow-up with customer to provide status updates, communicate appropriate disclosures and/or necessary signatures.
•Make "good faith" payment arrangements with customer to ensure loan(s) does not fall further behind while loss mitigation options are being evaluated.
•Notify and inform customers of changes to dates/timelines and decisions as they are made.
•Work with customer to obtain broker information for short sale process.
•Works closely with customers, authorized 3rd parties, and/or internal council to ensure timely receipt of
•Efficiently handle a variety of customer inquiries, via phone call and written correspondence, regarding the customer's loan.
•Minimize call escalations by gaining our customer's trust and keeping our promises.
•Prioritize quality and efficiency in resolving customer issues.
•Ensures compliance with all applicable federal and state laws, regulations, investor requirements and CFPB, OCC, Federal and state Servicing Guidelines.
•Maintains appropriate records and documents the system of record in order to preserve a history of actions taken or denied.
•Monitor for and process Trial Payments
•Notate collection system to preserve history of actions taken. Adhere to all Government Regulations, Investor Guidelines and Key Bank policies.
•Other duties may be assigned.

•Job Competencies:
◦Excellent verbal and written communication and listening skills.
◦Ability to work under pressure and stress and respond to inquiries with tact, diplomacy and patience.
◦Has knowledge of commonly used terminology, concepts and practices and procedures within the mortgage, and or unsecured debt industries.
◦Strong business writing skills.
◦Strong business math skills.
◦Analytical and organized.
◦Strong PC skills. Must be proficient in MS Windows, MS Outlook, MS Office Suite, MS Visio, MS SharePoint and MS Project.
◦Bilingual (English/Spanish) a plus.

2 to 4 year degree or equivalent training and/or work experience in a related role
2 to 3 years of Default servicing or underwriting experience
1 to 2 years of banking loss mitigation experience
Thrives in changing business environment, flexible and committed
Strong time management and organization skills, fast learner, self-motivated, and comfortable taking initiative and handling several priorities simultaneously
Excellent oral and written communication skills
Excellent analytical skills, attention to detail and ability to work within time constraints
Demonstrated problem-solving skills
Regulations, Investor Guidelines and Key Bank policies.

Bachelor’s Degree or higher is preferred or equivalent training and/or work experience in a related role
4 years Default Mortgage servicing experience
3 to 4 years Loss Mitigation underwriting experience

PC, Phone

Yes on internal systems, policies and procedures


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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