Operations Analyst (Loan, Payment, and Operational Services Return Items Team)

Location:

The work hours for this position will vary based on business needs.

This position reports to the Senior Manager within the Return Items team under KTOS Loan and Payment Operational Services. Under limited or no supervision, the Analyst performs analytics that may include direction of operational activity. Provides data and support for process improvement concepts across teams within the organization. Provides data and support for developing reporting and metrics to measure performance and the effectiveness of operational processes. This position demonstrates and maintains familiarity with industry trends and practices specific to the operational area, Risk Management, Compliance and Operations. Supports business critical operational or technological issues including root cause analysis, cross business impact and assists with remediation. This position uses data across multiple sources to support projects, application changes, system upgrades and issue remediation plans, as well as second and third line of defense items.

• Oversight of end of day processing and closing tasks specific to Returns.
• Acts as extension of leadership and escalates issues timely and as needed.
• Assists management in all projects, audits, and system upgrades as needed.
• Oversees phone reporting to monitor incoming call volume and ensure staffing levels are appropriate.
• Cross-functional collaboration to accomplish scorecard and reporting needs.
• Partners with Technology and Support for system upgrades and testing.
• Communicates changes in processes, system functionality and procedures to team members.
• Acts as go-to for the team in assisting with questions, issues, and research items.
• Identifies opportunities for process improvement and makes suggestions for continuous improvement.
• Creates, edits, and maintains internal procedures.
• Assesses strengths and developmental needs of team members and provides feedback to management.
• Performing low level analytics and process reviews that may or may not include direction operational activity.
• Provides data and support for improvement concepts across the organization.
• Provides data and support for developing reporting and metrics to measure performance and effectiveness of operational processes.
• Demonstrate and maintain familiarity of industry trends and practices in operational areas, Risk Management, Compliance, and Operations.
• Support all solutions for business critical operational or technology issues including operational impact, root cause analysis, cross business impact, and arrival at solutions.
• Mine data from primary and secondary sources often using complex joins across multiple datasets.
• Support projects that center around the completion of various tasks, including application changes, upgrades, issue remediation plans, 2nd and 3rd line of defense exams, etc.
• Other duties as assigned.

• Minimum 3 years of experience working in a high production, deadline-driven environment.
• Experience managing personal deliverables that have client facing and SLA impact.
• Experience developing and documenting procedures.
• Proficiency in MS Office suite, with Intermediate Excel skills.
• Comfortable navigating multiple systems and applications to solve routine challenges.
• Strong written and verbal skills with the ability to summarize information.
• Possess strong people skills with the ability to build and manage good working relationships.
• Ability to remain flexible and effective in a fast-paced team environment.
• Ability to adhere to and demonstrate the Key Values

• Knowledge of check/ACH processing.
• Knowledge of TRIPS application (Incoming & Exceptions) queues.
• Strong analytical, problem-solving, and communication skills.
• Project management experience.
• Proficiency in data analysis software (Excel, SQL, SAS).
• Experience presenting and communicating with various levels of management and internal partners.

Requires working in a high production, deadline-oriented environment. Must have the ability to communicate effectively to various levels of associate, internal partners, and clients. Follows established corporate and department policies and procedures. Demonstrates adaptability and detail orientation, shows work commitment, and manages well in a challenging environment. Prioritizes work, focuses effectively, and can multi-task. Seeks and accepts feedback, Drives results. Willing to cross-train associates as the subject matter expert of internal processes. Provides specific, timely feedback on data analysis. Consistently demonstrates the Key Values of Teamwork, Respect, Accountability, Integrity, and Leadership.

PC - Phone - General office equipment

Training via Keys2Learn modules, and real-time with team members.

Key has implemented a role-based Mobile by Design approach to our employee workspaces, dedicating space to those whose roles require specific workspaces, while providing flexible options for roles which are less dependent on assigned workspaces and can be performed effectively in a mobile environment. As a result, this role may be mobile or home based, which means you may work either at a home office or in a Key facility to perform your job duties. If you are local to Brooklyn, OH, or Albany, NY, selected teammate will work at least one day a week from the office location.

COMPENSATION AND BENEFITS

This position is eligible to earn a base salary in the range of $47,000.00 to $65,000.00 annually depending on location and job-related factors such as level of experience. Compensation for this role also includes eligibility for short-term incentive compensation and deferred incentive compensation subject to individual and company performance.

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

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.