Retirement/HSA Support Specialist
About The Position
Working at KeyBank is an opportunity to join a company that is committed to your success! We offer our teammates the skills, mentoring and training needed to meet their career goals and better serve our clients. Hours: Monday - Friday 8:00 am – 4:30 pm ET (with a rotation of one late day-up to 8pm EST -every few months) Location: During training, this position will be a hybrid opportunity. At least 2 days in office per week is required once training is completed. JOB SUMMARY Provide expert support for Retirement and HSA services through phone-based transaction processing and client assistance, ensuring regulatory compliance and exceptional customer service.
Requirements
- High school diploma or equivalent.
- Excellent oral, written, and interpersonal communication skills.
- Ability to work a flexible schedule to meet deadlines.
- Basic to intermediate proficiency in MS Word and Excel.
- Strong organizational skills and ability to multitask in a high-volume environment.
- Strong customer service skills for phone-based client interactions.
- Adaptability to new ideas in a changing environment.
- High attention to detail and accuracy.
- Ability to identify and escalate risk.
- Ability to make independent decisions and judgments.
- Capability to write procedures and train colleagues.
Nice To Haves
- Knowledge of deposit products and regulations.
- Prior operational experience.
- Minimum 2 years experience with regulatory processes.
- Minimum 2 years of Retirement Operations experience.
- Experience facilitating disaster recovery, including remote work arrangements.
Responsibilities
- Process and maintain Retirement/HSA transactions accurately and efficiently in line with procedures and regulatory requirements.
- Respond to telephone inquiries from both internal and external clients with a strong client focus.
- Analyze and resolve customer processing requests related to compliance and reporting.
- Maintain thorough documentation for each Retirement Plan and HSA for storage, retrieval, and disaster recovery.
- Ensure account opening and plan documentation processes meet compliance requirements.
- Work independently with limited supervision and perform diverse tasks as needed.
- Utilize computerized systems and PC software, including Microsoft Word and Excel, to complete functional tasks and identify process efficiencies.
- Stay up-to-date with Internal Revenue Code regulations and apply changes to daily work.
- Recommend process improvements to enhance compliance and manage risk.
- Train team members and assist with writing procedures.
- Support escalated and complex client requests, including communication with attorneys.
- Review and approve large general ledger transactions.
- Support the team on regulatory, bank policy, and procedural matters.
- Contribute to high-performance and respectful work culture.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
