ABOUT THE JOB (JOB BRIEF)
In a Financial Services Contact Center environment, the Lead Specialist LO processes new loan applications taken by the Phone and Internet channels. They will work as the liaison between the client and Underwriting Department gathering information necessary for credit decisions, as well as resolving internal and external client inquiries and concerns. The associate will build and strengthen relationships with new and existing clients by recognizing cross-selling opportunities in a fast-paced environment.
ESSENTIAL JOB FUNCTIONS
(i.e., approved, declined, counter offer, etc.)
Work with clients to resolve any issues and /or questions that arise during application process. Ability to problem solve and offer alternatives to clients. Problem solving skills to include offering guidance to clients on where/who to contact to ensure proper and timely resolution.
Build and strengthen relationships with new and existing clients by recognizing cross- selling opportunities in a fast- paced environment.
Actively promote and refer KeyBank's products and services and effectively refer clients to the appropriate sales source for sale closure.
Work in a virtual environment building relationships with clients throughout the United States.
Open and maintain lines of communication with internal/external clients and line of business partners.
Partner with the branches to schedule closing appointments. Ensure client and branch representative are well informed of all approval conditions to guarantee quick turnaround and satisfied clients.
Order loan documents.
Meet and exceed individual performance goals and contribute to the overall success of the team.
Be registered and certified under the Nationwide Mortgage Licensing System and Registry.
MARGINAL OR PERIPHERAL FUNCTIONS
Faxing and e-mailing
Preparing and mailing customer correspondence.
Support other lines of business as back up based upon staffing needs.
High School Diploma
Two years customer service experience
One year cross sell and/or direct sales experience
Excellent written and oral communication skills
Strong organizational and time management skills.
Knowledge of Microsoft Office utilities, including Word & Excel.
Employees in this job are required to comply with all rules and regulations of The Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (The SAFE Act). Employees hired or transferring into this position will need to meet the qualification requirements, in Key's sole discretion, under Reg. Z, prior to acting as a loan originator in a consumer credit transaction secured by a dwelling. Qualification requirements include but are not limited to an assessment of overall financial responsibility, character, and general fitness through review of a criminal background check, credit report, and information about any administrative, civil, or criminal findings by any government jurisdiction.
Associate or Bachelors Degree
Financial Services background experience
Knowledge of Financial Products
Call Center experience
Employees in this position are required to comply with all rules and regulations of The Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (The SAFE Act). Employees hired or transferring into this position will need to meet the qualification requirements, in Key's sole discretion, under Reg. Z, prior to acting as a loan originator in a consumer credit transaction secured by a dwelling. Qualification requirements include but are not limited to an assessment of overall financial responsibility, character, and general fitness through review of a criminal background check, credit report, and information about any administrative, civil, or criminal findings by any government jurisdiction.
Please note there may be more than one position available.
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.
ABOUT THE BUSINESS:
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.
Keybank National Association