Senior Customer Service Specialist - KEF

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Job description

**Location:**

1000 South McCaslin Boulevard - Superior, Colorado 80027

**Senior Customer Service Rep KEF**

**Typical work hours are Monday - Friday 8AM to 5PM.**

**This is a Mobile by Design position. at least one day per week in the office location and the other four days from your home office.**

?Leasing Services is a division of Key's Technology & Operations (KTO) group and is comprised of several teams that provide post-booking servicing (Customer Service, Collections, Collateral Services, Payment Processing, Funding, Booking and Account Maintenance) for the Key Equipment Finance (KEF) line of business. KEF provides tailored equipment lease and structured finance solutions for mid-to-large commercial, government and specialty finance clients.

The Customer Service Specialist will be responsible for engaging with internal and external clients through a variety of channels (including telephone, e-mail, face to face) in order to resolve any client facing inquiries.

Experience & Education

* 3+ years of experience in a related field

* College Degree or equivalent work experience required

Skillsets Required at all Specialist Levels

* 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 Function

* Answer and resolve incoming calls from internal and external customers in a timely manner.* Provide exceptional customer service using the client focused, committed, capable model KEF thrives on.* Maintaining the team support box, mail and reports while ensuring requests are completed in a timely and professional matter.* Create and implement process and procedures* Create and implement trainings as needed.* Assist team leader in resolving escalated requests/calls. Assist team leader in any reporting and team metric data needs.* Provide feedback and any performance issues to the team leader.* Identify and analyze account discrepancies by utilizing both the customer's and in- house information to provide accurate resolutions.* Identify and propose improvement activities in all customer service areas with the objective of achieving goals set for process efficiency and managing risk within established standards.

Differentiating Skills

* Proven excellent verbal/written communication and interpersonal skills

* Excellent judgement and decision making skills, demonstrated leadership skills

* Strong analytical, research and problem resolution skills

* Comfortable navigating multiple computer systems and applications making connections and utilizing resources to draw conclusions, solve complex challenges

* Advanced knowledge of banking policies, procedures, government regulations

* Ability to perform complex scheduled and non-scheduled maintenance functions

* Excellent customer service skills and proven ability to handle most customer service inquires and diffuse difficult customer situations independently

* Trains and assists in training new staff

* Ability to work with limited to no supervision in decision making

Soft Skills

* Client focus

* Initiative; self-directed

* Intermediate problem solving

* Highly effective communicator

* Collaborative and consultative

* Basic project management

* Manages competing priorities

* Meets deadlines

* Motivates others

* Champions change

Functional Skills

* Lead and manage workflow

* Knowledgeable about lending,

including legal and regulatory

* Analysis, Judgment, Synthesis

* System application mastery

* Cont. Imp. Implementation

* Risk and controls - Advanced

* Deep process/metrics knowledge

?Assist in other areas of the company, as needed, to ensure service levels and financial targets are met/exceeded

COMPENSATION AND BENEFITS

This position is eligible to earn a base salary in the range of $38,688 to $71,968 annually depending on job-related factors such as level of experience. Compensation for this role also includes eligibility for short-term incentive compensation and deferred incentive compensation subject to individual and company performance. Please click here for a list of benefits for which this position is eligible.

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 .

ManpowerGroup is committed to providing equal employment opportunities in a professional, high quality work environment. It is the policy of ManpowerGroup and all of its subsidiaries to recruit, train, promote, transfer, pay and take all employment actions without regard to an employee's race, color, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, religion, age, disability, protected veteran status, or any other basis protected by applicable law.