Specialist VII (Loss Mitigation Workflow Coordinator) in Buffalo, NY at Key Bank- Corporate

Date Posted: 5/22/2018

Job Snapshot

  • Employee Type:
  • Location:
    4224 Ridge Lea Road
    Buffalo, NY
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Performs various functions related to work flow assignment / distribution and production assignments to ensure quality and service levels are met. Successful candidate will have advanced knowledge of the Loss Mitigation (Single Point of Contact/Underwriting) departmental functions. Position will include handling escalated requests from team members, clients and internal Key partners. Candidate’s tasks include: daily production, manage workload, assist team prioritizing requests depending on resources availability and incoming requests, and provide daily statistics to team and management. Person will be responsible for the production work of the team as time allows. Additionally, the position is responsible for supporting managers with various project initiatives, supporting any audit requests and working with SMEs and Functional Facilitator to update procedures. Loss Mitigation department includes The person filling this position will adhere to service levels, quality goals and department procedures. The person in this position will provide excellent quality customer service while continually practicing the essentials of the Key Values.

  • Reviews workflow queues to ensure all workflow items are handled within internal and regulatory service level standards
  • Handles escalated requests from team members, internal and external clients, and the Executive Offices.
  • Communicates with the team to manage workflow responsibilities
  • Contributes to production activities as time allows
  • Assists manager with department projects which includes cleanup projects
  • Ability to work well within the virtual team
  • Guides team members towards positive solutions
  • Researches requests to appropriate conclusion and effectively communicate the results
  • Demonstrates personal effectiveness including the ability to get results in team environment
  • Proven ability to comprehend and perform complex activities independently
  • Builds a network of internal/external resources to help achieve goals
  • Works with LOB personnel and audit team on issues regarding Loss Mitigation functions
  • Cross-site partnering
  • Ability to forecast and plan future volume to ensure appropriate staffing is communicated to management
  • Best practice sharing and continuous improvement idea generation
  • Diminishes risk to corporation by ensuring regulatory and risk compliance
  • Onboarding and coaching of new team members
  • Provides feedback and input to managers for team members DHP’s
  • Contributes, encourages idea generation and tracks continuous improvement ideas for the team
  • Demonstrates deep knowledge of Loss Mitigation regulatory and internal requirements which span various product sets; Mortgage, Credit Card, Student Loan, Auto/RV, Marine.
  • Single Point of Contact(SPOC), Underwriting of loan modifications,

•Develops self to better support team and future advancement
•Actively participates in team meetings
•Runs small projects

•College graduate or equivalent work experience
•Advanced PC skills and ability to use MS Office (Word, Excel)
•Regulatory compliance knowledge with respect to consumer loan requirements
•Understanding of Loss Mitigation, collections, servicing and loan accounting systems
•Knowledge of basic accounting principles
•Demonstrated commitment to excellent customer service
•Excellent oral and written communication skills
•Strong interpersonal skills, with a demonstrated ability to work within a team structure
•Ability to multi-task and meet deadlines while working under pressure
•Open minded and adaptable to new ideas in a changing environment
•Maintain a constructive, positive outlook
•Commitment to continuous improvement
•Excellent customer service and interpersonal skills.
•Excellent analytical, problem solving/decision making skills
•Ability to work in on-line, image enabled work queues
•Consistently develop knowledge base of internal and external processes
•Proven ability to comprehend and perform complex activities independently

•Proven success in providing high quality service through efficient, effective and consistent delivery
•Working understanding of Loss Mitigation; Single Point of Contact and Underwriting

See above qualifications.

Standard office equipment (PC, fax, copier), MS Office products, various systems used by Loan Services for processing.

On the job and other as needed. Loan Services technical training. Corporate directed compliance training.

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: 29401BR

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