Real Estate Collections Specialist

KeyBank • Amherst, NY

6h • $19 - $25 • Hybrid

About The Position

We are not your average collections team! At KeyBank, we pride ourselves on being client advisors. Training Hours and Location 100% on-site at our office in Amherst NY. Monday – Friday between 8:00am and 5:30pm ET Regular Working Hours and Location Hybrid – In-office on Tuesdays & Wednesdays each week Monday – Friday between 8:00am and 9:00pm ET & 1 Saturday per month from 8:00am – 12:00pm ET Shifts available: Mostly Days: Mon-Fri 8am-4:30pm. One late shift a week, 12:30pm-9pm, required. Can choose day from Tuesday, Wednesday or Thursday and can work more than one late shift if desired. Rotating Saturdays 8am-12pm. Essential Job Duties This role primary focus is in the Real Estate Collections and Recovery area and covers a broad range of responsibilities and duties: Identifies and resolves situations where customers 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. Individual will spend 90% of their day on the phone with our customers trying to solve the delinquency by placing outbound and taking inbound calls. The other 10% is documenting calls and trainings/meetings. Has strong negotiation skills and is able to convince customers the benefits to maintain a status. Able to follow a schedule that is set by management for breaks and lunches and to limit time away from the phones when scheduled. Other duties as assigned.

Requirements

• High school diploma or equivalent is required
• Minimum 1 year of experience in customer service is preferred
• Willingness to learn through on-going coaching and constructive feedback
• Ability to work from home 3 days per week in a quiet office setting with limited distractions
• Ability to work overtime when needed per business needs
• Works well with others in a fully developed team environment
• Excellent customer service skills
• Proven excellent verbal/written communication and interpersonal skills
• Ability to work under pressure and meet deadlines
• Analytical, research, and problem resolution skills
• Comfortable navigating multiple computer systems and applications
• Proficient in Microsoft Office applications, including basic Excel skills
• Expected to maintain an excellent attendance record
• Exceptional attention to detail

Responsibilities

• Identifies and resolves situations where customers 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.
• Individual will spend 90% of their day on the phone with our customers trying to solve the delinquency by placing outbound and taking inbound calls.
• The other 10% is documenting calls and trainings/meetings.
• Has strong negotiation skills and is able to convince customers the benefits to maintain a status.
• Able to follow a schedule that is set by management for breaks and lunches and to limit time away from the phones when scheduled.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED