Senior 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 limited supervision, the Senior Specialist is primarily focused on execution of complex processing, operational and/or administrative work following defined and sometimes undefined procedures. The Senior Specialist is responsible for following established guidelines to identify and resolve problems, escalating issues as needed, and contributing to work flow or process change and redesign. Individuals in this position should form a strong understanding of commercial loans and commercial loan servicing.

**Experience & Education**

+ 3+ years of experience with a strong knowledge of the business.

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

+ Familiarity with systems such as CLS and LIQ

**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

* With little to no instruction, administers complex procedures, analysis, tasks and reporting 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 complex activities and also checks the work of less experienced employees

* Identifies and resolves complex issues that do not have established guidelines. May provide service in relation complex billing inquiries, service requests, suggestions and complaints from customers

* Uses independence of thought to solve complex problems and should be seen as an expert by others.

* Recommends and implements programs to solve complex issues, contributes to work flow or process change and redesign, and forms a strong understanding of the specific product or process

* Accountable for complex reporting and analysis requests

* Organizes, records, process, services the production of various activities of the team.

* Is fully proficient in duties and works under limited to no supervision

* Seen as a subject matter expert across the line of business and delivers subject-matter expertise to customers and lower level employees.

* 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 servicerequests.

+ 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 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

+ Minimum Level I qualifications plus,

+ Demonstrated ability to be a team player; fully contributing member of a high performing work team

+ Fully embraces the high performing team concepts of empowerment, mutual success and mutual accountability

+ Good knowledge of loan accounting systems

+ Demonstrated solid grasp of loan accounting principles

+ Intermediate knowledge of loan documentation

+ Good knowledge of banking policies, procedures and governmental regulations

+ Demonstrated sound judgment and decision making capabilities

+ Demonstrated leadership skills -- sound judgment and fosters teamwork

+ Demonstrated thorough knowledge of banking policies, procedures, government regulations

+ Demonstrated thorough knowledge of loan accounting systems

+ Thorough understanding of loan documentation as it applies to research and maintenance that contributes to system data integrity

+ Proven ability to handle all monetary/ processing functions independently

+ Proven ability to handle all loan research/maintenance functions independently

+ Proven ability to handle written communications effectively and independently

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

+ Ability to work with minimal supervision in decision making

+ May train or assist in training new staff

+ Empowered to bring other team members to success

+ Proactive in identifying process improvements to continually improve customer service and satisfaction

+ Demonstrate personal effectiveness including the ability to obtain results in a team environment

+ Desire and demonstrated willingness to learn new functions

**Experience/demonstrated ability in at least three 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..... click apply for full job details