Senior Specialist- Lockbox

Keybank National Association-posted 2 months ago
$20 - $30/Yr
Full-time • Mid Level
Brooklyn, OH
5,001-10,000 employees
Credit Intermediation and Related Activities
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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 the specific product or process they are working with.

  • 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.
  • Administers complex procedures, analysis, tasks and reporting for filing, recording, processing, servicing, recording, and/or organization of documentation associated with a product or process with little to no instruction.
  • Reviews and ensures proper documentation or procedures are used for complex activities and checks the work of less experienced employees.
  • Identifies and resolves complex issues that do not have established guidelines, providing service in relation to complex billing inquiries, service requests, suggestions and complaints from customers.
  • Uses independence of thought to solve complex problems and is seen as an expert by others.
  • Recommends and implements programs to solve complex issues, contributes to work flow or process change and redesign.
  • Accountable for complex reporting and analysis requests.
  • Organizes, records, processes, and 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.
  • 3+ years of experience with a strong knowledge of the business.
  • High School Diploma or equivalent work experience required; College degree preferred.
  • 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.
  • 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 inquiries and diffuse difficult customer situations independently.
  • Trains and assists in training new staff.
  • Ability to work with limited to no supervision in decision making.
  • Base hourly rate in the range of $20.19 - $30.77 per hour.
  • Incentive compensation subject to individual and company performance.
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