MOBILE BY DESIGN: This role is hybrid with one day a week onsite in our Tiedemann Road Office in Brooklyn, Ohio. All partners are required to report on site on Tuesdays. The schedule for the role is Monday through Friday from 8am-5pm with a one-hour lunch.
The Lead Probate Specialist manages sensitive client data upon notification of the customer's passing, updates and routes accounts in internal systems as it relates to status of the probate estate.
Specialist reviews and comprehends legal documents and pleadings filed in state or local courts. Determines the existence of a probate estate and files claims against the estate if required. This position initiates and processes RESPA letters, in all stages, for executor and successor in interest information and research county court websites for needed information.
All Lead Specialists: Under some supervision, the Lead Specialist is primarily focused on execution of basic to moderate processing work following defined procedures with some expansion to complex issues based on development. The Lead Specialist is also responsible for moderate operational and/or administrative work requiring occasional decision-making and will escalate issues as needed.
Demonstrate ability to independently problem solve and offer constructive solutions to issues as they arise
Associate's Degree / Bachelor's Degree and/or Paralegal Certificate
May substitute educational experience with 2-3 years' work experience in the following fields: litigation, probate and estate planning, bankruptcy legal support, mortgage servicing, or loss mitigation
Intermediate PC skills with strong proficiency in Excel
Availability to work overtime when necessary including possible weekends
Detail oriented with ability to prioritize multiple responsibilities/deadlines
PACER/CM-ECF navigation experience preferred
Knowledge of KeyBank internal systems: CACS, CAS, MSP/BK, ALS, CLS, Hogan, TSYS and/or ASF is a plus
All Lead Specialists:
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
Essential Job Functions
Initiate sensitive client data on the following systems. CACS, CAS, MSP/BK, ALS, CLS, Hogan, KeyView Deluxe, MS Office, ASF/KER, TSYS, View Direct, Quest, and PACER
Update credit bureau on deceased customers
Recall accounts from agency when notified customer is deceased
Update and route accounts in KeyBank's internal systems as it relates to status of the probate estate
Initiate and process RESPA letters, in all stages, for EOE and SII information by researching county court websites for needed information
Responsible for complying with federal, state and local regulations in regards to RESPA and FDCPA
Enter customer data received from DCM and upload court documents regarding pending claims and settlements into KeyView Deluxe
Meet with management on processes or issues that arise on accounts
Answer emails and inquiries in a timely fashion and offer sound responses to other lines of business or vendors
Participate in and help manage projects in support of KeyBank's internal initiatives
Speak with bank employees regarding the RESPA process and instruct on what documentation is needed
Understand probate processes from initiations to completion for consumer accounts impacting Keybank
Review and understand litigation documents and pleadings filed in state court
Perform quality control process, as needed, to determine if mentoring opportunities are needed
Comply with corresponding Probate federal, state and local regulations
Consistently demonstrate the use of the Key Values (Teamwork, Respect, Accountability, Integrity, and Leadership)
Other duties as assigned
All Lead Specialists:
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
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 making