KeyBank Specialist IV in Amherst, New York
Please note there may be two openings available.
In a financial services contact center, the Specialist IV will receive inbound and place outbound calls in regards to delinquent accounts in a fast paced environment.
ESSENTIAL JOB FUNCTIONS:
Place/receive calls via the telephone as well as an automated dialer
Negotiate payment arrangements to reduce delinquency
Proactively identify settlements, re-ages, modification and extension opportunities
Add, change, and delete information in multiple file screens within multiple collection systems
Comply with all policies and procedures as outlined in operating instructions
Serve as entry point for the identification, routing, and documentation of all pertinent collection support
processes (I.E.: modifications, bankruptcy, skip-tracing, etc.)
Meet minimum individual and departmental goals and service level agreements
Adhere to Federal Regulatory requirements regarding debt collections
Proven ability to stay focused in a continuous process flow and keep pace within work team
Superior verbal and written communication skills
One or more years of customer service or collections experience
Availability to work between the hours of 8:00 a.m. - 9:00 p.m. Monday - Thursday (there is flexible scheduling and the traditional shift is typically an 8 hour shift however there is a requirement to work at least one later evening shift per week). Availability to work Fridays from 8:00 a.m. - 5:00 p.m. and availability to work approximately two Saturdays per month from 8:00 a.m. - 2:00 p.m. are also required. Availablity to work additional hours as needed. They are also considering candidates who would be available to work Monday - Thursday 12:30 p.m. - 9:00 p.m. and Friday 8:00 a.m. - 5:00 p.m. and every other Saturday a minimum of 4 hours.
Familiarity with quality programs such as Six Sigma, ISO 9000, TQM, etc.
Experience with automated dialers and CACS/CAS
Excellent interpersonal and motivation skills
Demonstrated ability to handle change
Displayed sense of ownership in relation to attitude and actions, assignments and event outcomes
Ability to multi-task
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.
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.