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Lead Specialist (Credit Inquiry Servicing Team)

Company: KeyBank
Location: Canton
Posted on: April 4, 2021

Job Description:

Applicants Please Note: We are currently in the process of transitioning to a new applicant tracking system. We are doing what we can to make this transition as easy as possible for candidates. In certain situations, applicants may be asked to re-apply to the position in the new system if they are being considered for the role. Thank you, in advance, for your understanding and flexibility as we go through this critical system change. Lead Specialist (Credit Inquiry Servicing Team) in Canton, OH at KeyBank Headquartered in Cleveland, Ohio, KeyCorp (Key) is one of the nation's largest financial services companies. Key provides investment management, retail and commercial banking, consumer finance and investment banking products to individuals and companies throughout the United States and, for certain businesses, internationally.

Our goal is to be the best regional bank in the U.S. What that means is we put our clients' needs first and take a customized approach to meeting those needs. At Key we've made a promise to our clients that they will always have a champion in us. To deliver on that promise, we're committed to building a team of engaged employees who do the right thing for our clients and help them achieve their financial goals each and every day. Job DescriptionJOB BRIEF (PURPOSE)
Working within a team of Credit Inquiry servicing associates, this position is responsible for responding to external credit inquiries regarding Key's Commercial and Consumer Banking relationships. Adhere to Corporate Credit Policy procedures, loan regulatory requirements and Consumer/Privacy laws. Use fair and reasonable judgment when interpreting and disclosing client relationships. Works within and complies with established operational and compliance quality standards and service levels at a highly productive level.


  • Respond to loan and deposit balance verification requests from internal and external parties including processing Standard CPA Audit Confirmations, Credit Investigations, Estate/Date of Death Inquiries, Governmental Balance inquiries for Social Security Administration, Internal Revenue Service, Housing Applications.
    • Follow established industry standard practices for the proper exchange of commercial credit information.
    • Perform careful and timely review of various reports to alleviate potential customer impact issues and to ensure system integrity. Take appropriate action to address issues.
    • Research requests to a logical conclusion and execute remedial action. Communicate to the requester the results of research and resolution of the problem effectively and timely.
    • Actively seek opportunities to improve process efficiency, quality and the client experience. Communicate ideas appropriately to effect real change.
    • Provides world class customer service to internal and external customers through total adherence to the Key Values and Key Difference concepts
    • Identify major and minor issues/problems and communicate to appropriate management
      • Assist other team members with daily workload to ensure timely completion and achievement of work team assignments.
      • Actively pursue development of self to better support team and future advancement
      • Second Monitor
      • 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
      • Administers moderate procedures, analysis, tasks and reporting while receiving limited 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 moderate activities
      • Identifies and resolves moderate issues by following established guidelines. Refers more complex problems to Senior level or supervisor. May provide service in relation moderate complex billing inquiries, service requests, suggestions and complaints from customers
      • Uses some independence of thought to resolve basic issues, and refers more complex problems to supervisors or other experts.
      • Recommends and implements programs to solve routine issues, contributes to work flow or process change and redesign, and forms a foundational/basic understanding of the specific product or process
      • Accountable for regular reporting and analysis requests
      • Typically covers a broad range of responsibilities rather than focusing on one specific role.
      • Is fully proficient in duties while working under moderate to limited supervision.
      • Other duties as assigned
        • Strong accounting background.
        • Ability to establish and maintain effective working relationships among team members and product and support partners.
        • 1+ years of experience in operations role
        • High School Diploma or equivalent work experience required. College degree preferred
        • Works well with others in a fully developed team environment
        • Open minded and adaptable to new ideas in a changing environment
        • Exceptional attention to detail.
        • Ability to work under pressure and meet deadlines
        • Proficient in Microsoft Office applications
        • Proficient in 10-Key, able to perform with a high degree of speed and accuracy.
        • Proven ability to handle monetary/ processing functions independently
        • Proven ability to handle high transaction volumes accurately and meet production goals
        • Proven strong verbal/written communication and interpersonal skills
        • Good judgement and decision-making skills, basic leadership skills
        • Ability to identify issues and demonstration of basic analytical, research and problem resolution skills
        • Comfortable navigating multiple computer systems and applications, utilizing resources to solve routine challenges
        • Moderate knowledge of banking policies, procedures, government regulations
        • Ability to perform moderate scheduled and non-scheduled maintenance functions
        • Excellent customer service skills and ability to handle routine/occasional customer service inquiries independently
        • May train or assist in training new staff
        • Ability to work with minimal supervision in decision makingPREFERRED QUALIFICATIONS
          • Bachelor's degree or equivalent experience,
          • Proficiency in the following KeyCorp systems: Hogan, ALS, CLS, Loan IQ, Lotus Notes, KeyView Deluxe, MSP, TSYS, CMOD, SAS, Excel and Word
          • Working knowledge of loan accounting and loan systems.COMPETENCIES/SKILLS
            • Excellent written and verbal communication skills
            • Demonstrated problem/solving and decision making
            • Must demonstrate proven, outstanding customer service skills
            • Strong working knowledge of government regulations.
            • Working knowledge of systems that provide loan information.EQUIPMENT USED/PHYSICAL REQUIREMENTS
              Standard office equipment; MS Office products. Second Monitor

              Compliance training as required. Other on the job training and certifications as required by job.

              FLSA STATUS:Non-Exempt

              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.

              47103BR Joining our Talent Network will enhance your job search and application process. Whether you choose to apply or just leave your information, we look forward to staying connected with you. At Key, we're committed to diversity and inclusion in all we do. Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by email.

Keywords: KeyBank, Canton , Lead Specialist (Credit Inquiry Servicing Team), Accounting, Auditing , Canton, Michigan

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