Lead Specialist Real Estate Collections

Location:

4224 Ridge Lea Road - Amherst, New York 14226

We are not your typical Collections team!

At KeyBank, we pride ourselves on being client advisors.

In this role, you will spend 90% of your day on the phone, helping our clients to bring their accounts to active and offer solutions.

This is a hybrid role where you will be asked to work on site Fridays with the other work being at home. Equipment is provided by the team.

Shifts available:

Mostly Days: Mon-Fri 8am-4:30pm. One late shift a week, 12:30pm-9pm, required. Can choose day from Tuesday, Wednesday or Thursday and can work more than one late shift if desired. Rotating Saturdays 8am-12pm.

Essential Job Duties:

This role primary focus is in the Real Estate Collections and Recovery area and covers a broad range of responsibilities and duties:

• Identifies and resolves situations where customers cannot maintain a current status on their account by having a thorough and detailed conversation in regard to their delinquency and offering applicable delinquency solutions.

• Individual will spend 90% of their day on the phone with our customers trying to solve the delinquency by placing outbound and taking inbound calls. The other 10% is documenting calls and trainings/meetings.

• Has strong negotiation skills and is able to convince customers the benefits to maintain a status.

• Able to follow a schedule that is set by management for breaks and lunches and to limit time away from the phones when scheduled.

• Other duties as assigned.

Required and/or Preferred Qualifications:

• Typically, 1-3 years of experience in customer service or collection's role but not required.

• Ability to take constructive criticism.

• Ability to work from home 3-4 days per week in a quiet office setting with limited distractions.

• Ability to work overtime when the line of Business requires it.

• Works well with others in a fully developed work team environment.

• Excellent customer service skills.

• Proven excellent verbal/written communication and interpersonal skills.

• Ability to work under pressure and meet deadlines.

• Analytical, research and problem resolution skills.

• Quick learner and be willing to ask questions.

• Comfortable navigating multiple computer systems and applications.

• Proficient in Microsoft Office applications {Excel and Outlook especially}.

• Expected to maintain an excellent attendance record.

• Proven ability to handle all monetary/ processing functions independently.

• Moderate knowledge of banking policies, procedures and governmental regulations.

• Proven ability to handle high transaction volumes accurately.

• Ability to meet production goals in terms of calls per hour, accounts worked per hour, referrals to Loss Mitigation, taking payments, etc.

• Proven ability to handle all customer service inquires and diffuse difficult customer situations independently.

• Ability to work with minimal supervision in decision making.

• Exceptional attention to detail.

• Excellent customer service skills.

COMPENSATION AND BENEFITS

This position is eligible to earn a base hourly rate in the range of $20 to $22 per hour depending on job-related factors such as level of experience.

Please click here for a list of benefits for which this position is eligible.

Job Posting Expiration Date: 09/02/2024

KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to building a diverse, equitable and inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other protected category.

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 emailing HR_Compliance@keybank.com.