4910 Tiedeman Road - Brooklyn, Ohio 44144
ABOUT THE JOB (JOB BRIEF)
The Client Resolution Specialist will be responsible for managing, facilitating and repsonding to branch escalations and executive, regulatory, and high/low complaints and disputes on various products serviced by Loan Services. The Specialist will partner and interact with internal leaders within Loan Services including Consumer Collections and Recovery, Mortgage and Consumer Servicing, Commercial Servicing, Complaince, Legal, Executive Client Relations (ECR) and other internal branch partners to resolve escalated issues. The Specialist will be responsible for analyzing data associated with branch escalations, complaints and disputes specific but not limited to volume trending, root cause analysis, system issues and regularly report out trends to management. The Specialist will also be responsible for interpreting data to indentify continuous improvements resulting in reducing the overall complaint volume.
Additional responsibilities may include: interacting with internal customers to resolve Fair Credit Reporting Act (FCRA) disputes and processing of compliance related requests for Service Members' Civil Relief Act (SCRA), Real Settlement Procedure Act (RESPA) and Truth and Lendng Act (TILA) written billing disputes. They will also possess outstanding customer service skills and excel at working in a team based, process oriented enviroment.
ESSENTIAL JOB FUNCTIONS
Managing and facilating all Branch Escalations and internal complaints for Loan Services
Partner effectively with Compliance, Legal and, Branch, and Executive Cllient Relations personnel
Analyzes data for trends and system issues relative to information on complaints and disputes.
Assist in created reporting based on complaint and dispute data
Communicate updates to SWAT team daily meetings
Ability to articulate complex issues in written form
Research and respond to Qualified Written Requests as they pertain to the Real Estate Settlement Procedure Act (RESPA) and written billing disputes as they pertain to the Truth In Lending Act (TILA)
Research requests to appropriate conclusion and effectively communicate the results
Diminish risk to corporation by ensuring regulatory and risk compliance
Take inbound Line of Business, Branch and Call Center phone calls with regards to function performed
Promote virtual team cohesiveness and cross site partnering
Contribute continuous improvement ideas
Comply with all Loan Services procedures as outlined in operating instructions, procedures and policies
Meet minimum individual and departmental goals and service level agreements
Drive for resolution for issues
Builds effective relationships
Lead and manage escalation workflow
Displayed analysis, judgement, synthesis with data
Knowledgeable about lending including legal and regulatory
Superior verbal and written communication skills
Demonstrated integrity and value commitment
Demonstrated sound judgment and decision-making capabilities
Displayed sense of ownership in relation to attitude and actions, assignments and event outcomes
Strong time management and prioritization skills
Excellent interpersonal and motivation skills
Manages competing priorities
Highly effective communicator
Undergraduate degree or equivalent.
Advanced knowledge of Word, Excel, PowerPoint, Lotus Notes and SharePoint
Solid knowledge of Accounting principles
Good knowledge of banking policies, procedures and governmental regulations
Ability to perform complex research activities to a successful conclusion
Proven ability to handle all customer service inquires and diffuse difficult customer situations independently
Ability to adapt to new ideas in a changing environment
Provides world class customer service to internal and external customers through total adherence to the Key Values
Proven ability to stay focused in a continuous process flow and keep pace in high volume production environment
KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to building a diverse, equitable and inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other protected category.
Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing .
KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to engaging a diverse workforce and sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.