Senior Specialist (SPOC Workflow Coordinator) Default Support

Location:

This job does require you to be located in the Cleveland, OH area as you will be working on site during training (for at least two weeks) and then working on site at least once a week, with the remaining work to be remote.

Non-Real Estate Loss mitigation/default experience preferred.

Attention to detail and well organization skills are a must in this role. You will be supporting the Consumer Default Loans team with workflow and scheduling.

JOB BRIEF (PURPOSE):

• Creates, optimizes and maintains single point of contact (SPOC) workflow schedule and drives intra-day activities to ensure production is met.
• Manage reviews of process quality testing results and exception reporting for Non Real Estate products
• Analyze quality testing and exception reporting to identify corrections and confirm remediation is completed timely.
• Operate as primary point of support for SPOC escalation mailbox, team chat and or misc team support
• Responsible for monitoring all SPOC queues, is proactive in working with management to determine long- and short-term staffing needs, allocation of staffing resources and workflow to achieve service levels.
• Utilize pipeline and control reports to observe agents actual state compared to schedule state and partner with agents to take action based on observations.
• Identify gaps in the processes and workflows and develop solutions to those deficiencies.
• Maintain knowledge of compliance mandates, procedural updates and related changes in the non real estate servicing industry.
• Collaborate with various departments within default servicing to ensure resolution of outstanding customer issues.
• May perform data analysis and reporting of departmental statistics or create adhoc reported as needed to present to management.
• Facilitate process innovation and/or special projects assigned by manager
• Serves as a formal escalation resource and mentor for Single Point of contacts by guiding team members in identifying positive solutions
• Handles escalated call requests from team members, internal and external clients through resolution
• Provide workforce and performance reports to management
• Responsible for onboarding and coaching of new team members
• Communicate and track workflow management issues to management as required
• Perform investigation and escalation for complex or high severity complaints and remediation items
• Provide recommendations for improvements to KeyBank's single point of contact and Loss mitigation Policy and Procedures based on operational insights into Gaps identified
• Provide shift reports to management with service level and abandon rate explanations for when KPIs/SLAs are missed.
• Perform adhoc/ongoing call monitoring to ensure customer experience
• Builds a network of internal/external resources to help achieve goals and demonstrates personal effectiveness including the ability to get results in team environment
• Conducts single point of contact workflow/control report training and provides on-going advisory support to direct system users and management.
• Leads meetings with Liaisons and/or Single point of contacts to define prioritization of tasks

ESSENTIAL JOB FUNCTIONS:

Operate as a lead within the Single Point of Contact team, focus on supporting the daily workflow for NRE Single Point of contact team including workload prioritization, review and react to quality testing results, execute on exception reporting and serve as a mentor for the Single Point of Contacts. Successful candidate will have advanced knowledge of the departmental functions, Loss Mitigation and Default servicing State, Federal requirements. Position will include handling escalated requests from team members, clients and internal Key partners, provide daily stats to team and management through demonstrating personal effectiveness to get results in team environment.

MARGINAL OR PERIPHERAL FUNCTIONS:

Navigation in internal lending systems.

REQUIRED QUALIFICATIONS:

2 to 4 year degree or equivalent Default experience.

1 to 2 years of Loss mitigation experience

Thrives in changing business environment, flexible and committed

Proven leadership and interpersonal skills

Outstanding organizational skills with the ability to juggle multiple projects and priorities; must work well in a dynamic, fast paced work environment

Excellent customer service skills supported by demonstrating client centricity in all actions

Experience in customer facing role with demonstrated ability to de-escalate customers concerns without further escalation

PREFERRED QUALIFICATIONS:

A 2 year Degree or a Bachelor's Degree or higher is preferred or equivalent experience in lieu of.

Degree in Finance or Statistics is preferred.

Excellent oral and written communication skills

Proven ability to interact with all levels of personnel

Demonstratedproblem-solving skills

Strong time management and organization skills

Experience in operations or financial background is preferred.

Ability to conduct data analysis and spreadsheet work.

Ability to pay close attention to detail and review work with a critical eye from a quality control perspective.

COMPETENCIES/SKILLS :

Strong PC skills including Microsoft Word, Excel, PowerPoint and Outlook

EQUIPMENT USED:

PC, Phone

TRAINING REQUIRED:

Yes on internal systems

COMPENSATION AND BENEFITS

This position is eligible to earn a base hourly rate in the range of $26 to $31 per hour depending on location and job-related factors such as level of experience.

Please click here for a list of benefits for which this position is eligible.

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 HR_Compliance@keybank.com.