Business Credit Card Collections Specialist

Keybank National Association-posted 3 months ago
$18 - $24/Yr
Entry Level
Hybrid • Amherst, NY
5,001-10,000 employees
Credit Intermediation and Related Activities
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At KeyBank, we pride ourselves on being client advisors. In this role, you will spend 90% of your day on the phone, helping our clients to bring their accounts to active and offer solutions. This is a hybrid role where you will be asked to work on site at least one day per week (typically Fridays) with the other work being from home. You could be asked to work one night shift from 12:30pm-9:00pm and four-day shifts of 8:00am-4:30pm. Also - Saturdays from 8:00am-12:00pm. When you work a Saturday, you will get four hours off during the week- typically will include 2 Saturdays a month.

  • Identifies and resolves situations where clients cannot maintain a current status on their account by having a thorough and detailed conversation in regard to their delinquency and offering applicable delinquency solutions.
  • Spends 90% of their day on the phone with clients trying to solve delinquency by placing outbound and taking inbound calls.
  • Documents calls and participates in trainings/meetings.
  • Has strong negotiation skills and is able to convince clients the benefits to maintaining a current account status.
  • Follows a schedule set by management for breaks and lunches and limits time away from the phones when scheduled.
  • Administers moderate procedures, analysis, tasks and reporting while receiving limited instructions.
  • Reviews and ensures proper documentation or procedures are used for moderate activities.
  • Identifies and resolves moderate issues by following established guidelines.
  • Recommends and implements programs to solve routine issues.
  • Accountable for regular reporting and analysis requests.
  • Typically 1-3 years of experience in operations role.
  • High School Diploma or GED equivalent; College degree preferred.
  • Works well with others in a fully developed work team environment.
  • Open minded and adaptable to new ideas in a changing environment.
  • Excellent customer service skills.
  • Proven excellent verbal/written communication and interpersonal skills.
  • Demonstrated leadership skills.
  • 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.
  • Comfortable navigating multiple computer systems and applications.
  • Proficient in Microsoft Office applications.
  • Intermediate understanding of accounting principles.
  • Intermediate understanding of banking policies, procedures, government regulations.
  • Intermediate understanding of loan documentation.
  • Proven ability to handle all monetary/processing functions independently.
  • Moderate knowledge/experience in multiple payment delivery channels; OLDS, Lockbox, ACH, wires.
  • Proven ability to handle high transaction volumes accurately.
  • Ability to meet production goals.
  • Proven ability to handle all customer service inquiries and diffuse difficult customer situations independently.
  • Exceptional attention to detail.
  • Base hourly rate in the range of $18.75 to $24.52 per hour depending on location and job-related factors such as level of experience.
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