Specialist V (KeyNavigator Product) in Brooklyn, OH at Key Bank- Corporate

Date Posted: 6/11/2018

Job Snapshot

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

Job Description

Please note the typical work hours for this position are 11:00 a.m. - 8:00 p.m. Monday - Friday.

Responsible for processing and production support of new and existing clients using the KeyNavigator product. Duties include Client Service Order (CSO) processing, security and certificate troubleshooting, second level support payments troubleshooting, and monthly/semi-annual regulatory processing. This position reports to the Channel Ops Department Manager within Channel, Card, and Deposit Operations (CCDO).

  • Provide second level technical support to clients of KN in the areas of trouble shooting complex issues that involve PC operating systems, Internet browsers, Internet connectivity, user knowledge and understanding of KN features/functions
  • Escalate, as necessary, any issues to appropriate KTO and Support Departments.
  • Setup new KN internet clients via CSO database; maintenance of existing internet clients in a timely and accurate manner on KeyNavigator (KN)
  • Monitor KN System for file availability; trouble-shoot any file failures with appropriate KTO and Support Departments.
  • Monitor and resolve Quest requests received from CBBC Internet Support within SLA; escalate issues as needed
  • Provide, as necessary, first level KN Security support for credential and certificate trouble-shooting.

  • Complete monthly reporting statistics that are tracked and reported to operations management, product management, and others involved in supporting KN
  • Provide updates to CBBC on KN issues; provide feedback on service quality issues; and provide information/training on new features or services being introduced to clients
  • Provide communication to impacted LOBs and others supporting KN during system outages, service issues or other incidents impacting users of KN
  • Additional responsibilities as assigned


  • High school diploma or equivalent
  • PC Skills (Microsoft Office, Windows, Lotus Notes)
  • Understanding of internet concepts, usage and web sites
  • 2 or more years experience in an operations or client focused environment
  • Excellent oral and written communication skills
  • Basic knowledge of cash management products and services
  • Ability to work 11:00 a.m. - 8:00 p.m. Monday - Friday

  • Associate Degree
  • Prior Cash Management experience in a customer service or related activity
  • Mainframe system knowledge (Hogan, OLDS, Pep+, MTS, etc)


  • Accountability
    1. Takes ownership to drive success in the line of business and the broader organization.
  • Managerial Courage
    1. Encourages healthy debate; effectively challenges the status quo; openly expresses views and provides candid and constructive feedback to teammates, peers and manager.
  • Drive for Results
    1. Can be counted on to exceed goals successfully; is consistently a top performer, is very bottom line oriented; steadfastly pushes self and others for results.
  • Leading Change
    1. Effectively navigates and embraces change; exhibits an openness of new ways of doing things and an adaptable, continuous improvement mindset.
  • Client Focused
    1. Fosters a culture of excellent client service within the team and ensures that team members exhibit a commitment to client satisfaction for internal and external clients while balancing organizational profitability.
    2. Understands the business requirements to achieve favorable outcomes for the client and the organization (i.e., profitability).
    3. Develops a clear, complete understanding of internal/external client needs and issues through careful listening and face-to-face client contact and/or client focused discussions with team members.
  • Effective Collaboration
    1. Identifies opportunities and takes action to build relationships between own and other areas to achieve results.
    2. Readily shares information, knowledge, best practices, and ideas with people across the organization.
  • Developing Self, Staff and Others
    1. Accurately assesses and coaches to the strengths and developmental needs of direct reports.
  • Business Acumen
    1. Knowledgeable about the financial services industry, Key’s competition and Key’s lines of businesses and promotes this knowledge across the business unit.
  • Managing Vision and Purpose
    1. Demonstrates passion for improving business results.
    2. Engages people in commitment to the vision and departmental goals through inspiring dialogue and communication.


Intermediate to advanced PC skills, familiarity with email systems, spreadsheet applications and basic office equipment. Ability to navigate intranet.


  • Personal Computer
  • PC Operating Systems
  • Internet
  • Telephone, Facsimile, Photo Copier


The CCDO Team is located in the Tiedeman Campus (Brooklyn, OH) and the Position will reside in Brooklyn, OH.

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: 29736BR

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