Lead Specialist - Commercial Client Services

---

Job description

**Location:**

726 Exchange Street - Buffalo, New York 14210

**This position is Mobile By Design - currently working one day in the office and four days from home**

**The location for this position is either Brooklyn, OH or Buffalo, NY.**

This position is responsible for commercial client support functions through telephone or written requests, the timely processing of commercial monetary transactions, and scheduled and non-scheduled loan maintenance by contributing to a high performing work team environment. This process includes loan servicing system input, balancing and related research. Other duties include performance of special instructions and follow up for accurate and timely completion of transactions ensuring compliance with established policies, procedures and service level agreements. The incumbent will participate as a team member dedicated to supporting the growth and servicing of the portfolio, providing the highest quality of customer service and satisfaction for internal and external customers alike. 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.

**Experience & Education**

+ 1+ years of experience in operations role

+ High School Diploma or equivalent work experience required. College degree preferred

**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**

* 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.

* Other duties as assigned

+ Perform tasks as a fully contributing member of a high performing work team.

+ Provide world-class level of quality customer service and teamwork.

+ Answer client questions and inquiries that are phoned in directly to Loan Services.

+ Perform accurate and timely monetary processing as indicated. This includes the processing of Dollar Transaction Forms and Loan Initial Funding Requests via the Centralized Funding process.

+ Balance general ledger entries via Automated Posting Application (APA) to minimize account outages and work with the Accounting department to correct discrepancies in a timely manner.

+ Post DDA entries via APA to Hogan system, send out cashier checks and process outgoing wires as needed based on service requests.

+ Process requests received via departmental Quest, databases and KeyView system including Fee Waiver requests and changes to indicative account information. This would also include transactions such as reapplication of payments, research of missing or misapplied payments, and producing payment history statements.

+ Perform maintenance transactions on CLS including, but not limited to, setting up borrowing base ticklers, Advance Paydown ticklers and other monetary and indicative system changes.

+ Careful and timely review and action of various reports to alleviate potential customer impact issues and to ensure system integrity.

+ Research requests to a logical conclusion and execute remedial action. Communicate to the requester the results of research and resolution of the problem effectively and timely.

+ Perform quarterly Operational testing as scheduled.

+ Assist other team members with daily workload to ensure timely completion and achievement of work team assignments.

+ Actively pursue development of self to better support team and future advancement.

**Differentiating Skills**

* 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

+ Ability to become a team player in a fully developed work team environment

+ Open minded and adaptable to new ideas in a changing environment

+ Outstanding customer service skills

+ Proven excellent verbal/written communication and interpersonal skills

+ Good judgment and decision-making ability

+ Ability to work under pressure and meet deadlines

+ Analytical, research and problem resolution skills

+ Proficient in 10-Key, able to perform with a high degree of speed and accuracy.

+ Proven organizational skills

+ Comfortable navigating multiple computer systems and applications

+ Proficient in Microsoft Office applications

+ Basic understanding of accounting principles

+ Basic understanding of loan documentation

+ Basic knowledge of banking policies, procedures and governmental regulations

+ Loan system monetary and maintenance processing knowledge/experience

+ Knowledge/experience in multiple payment delivery channels; OLDS, Lockbox, ACH, wires

+ Knowledge experience in front-end system (SRTS/KeyView/APA)

+ Ability to perform simple scheduled and non-scheduled maintenance functions

+ Proven ability to handle high transaction volumes accurately

+ Ability to meet production goals

+ Assist other team members with workload to ensure achievement of work team assignments

**Experience/demonstrated ability in at least two of the following:**

+ Ability to perform complex research activities to a successful conclusion

+ Ability to perform regular/irregular monetary processing functions independently

+ Proven ability to comprehend and perform most complex loan maintenance independently

Ability to identify and recommend process improvements

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.