Commercial Client Services Specialist

KeyBank-posted 3 months ago
$23 - $25/Yr
Brooklyn, OH
5,001-10,000 employees
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The Lead Specialist, an integral part of a high-performing team, 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. Our team is dedicated to supporting the growth and servicing of the commercial portfolio, while providing stellar customer service to internal and external customers alike. Under moderate 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. Individuals in this position should have a basic to moderate understanding of commercial loans and commercial loan servicing.

  • Administers moderate 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 moderate issues by following established guidelines. Refers more complex problems to Senior Specialist or supervisor.
  • May provide service in relation to billing inquiries, service requests, suggestions and complaints from customers.
  • Uses independent thought to recommend and implement 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.
  • 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 accurate and timely monetary processing as indicated, including 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.
  • 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.
  • High School Diploma or equivalent work experience required.
  • Bachelor's degree in Finance or Accounting preferred.
  • Minimum 2 years of experience and a strong knowledge of commercial loan servicing.
  • Demonstrates solid understanding of accounting principles.
  • Familiarity with systems such as CLS/CL3 and LoanIQ.
  • 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 to utilize resources to draw conclusions & solve complex challenges.
  • Moderate knowledge of banking policies, procedures, government regulations.
  • Ability to perform complex scheduled and non-scheduled maintenance functions.
  • Excellent internal and external customer service skills and proven ability to diffuse difficult customer situations independently.
  • Base hourly rate in the range of $23.00 to $25.00 per hour depending on location and job-related factors such as level of experience.
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