Talent Solutions

This position is eligible to earn a base hourly rate in the range of $18 to $21 per hour depending on location and job-related factors such as level of experience. This is a hybrid role where you will be asked to work on-site at least one day per week, with the other work being at home. Equipment is provided by the team.

Primary Responsibilities

• Identify and resolve situations where clients cannot maintain a current status on their accounts through detailed conversations about their delinquency and offering applicable solutions.
• Spend 90% of the day on the phone with clients, making outbound and taking inbound calls, with the remaining 10% dedicated to documentation, training, and meetings.
• Utilize strong negotiation skills to convince clients of the benefits of maintaining a current account status.
• Follow a management-set schedule for breaks and lunches, minimizing time away from calls.
• Administer moderate procedures, analysis, tasks, and reporting with limited instructions.
• Review and ensure proper documentation or procedures are utilized for moderate activities.
• Cover a combination of staff roles including credit cards, retail banking, small business banking, consumer lending, mortgage banking, collections, recovery, origination, or auto finance.
• Identify and resolve moderate issues following established guidelines, referring complex problems to senior staff.
• Accountable for regular reporting and analysis requests.
• Recommend and implement programs to solve routine issues.
• Maintain proficiency in duties under moderate to limited supervision.
• Perform other duties as assigned.

Required Experience

• Typically 1-3 years of experience in an operations role.
• Proven excellent verbal/written communication and interpersonal skills.
• Ability to work under pressure and meet deadlines.
• Moderate knowledge/experience in multiple payment delivery channels (OLDS, Lockbox, ACH, wires).
• Proven ability to handle high transaction volumes accurately.

Required Education

• High School Diploma or GED equivalent; college degree preferred.

Work Environment

• This is a hybrid position requiring at least one day of on-site work per week.

Location of this position
4224 Ridge Lea Road - Amherst, New York 14226

About the Company
KeyBank is committed to being client advisors rather than just a typical collections team. We pride ourselves on building a diverse, equitable, and inclusive culture. KeyCorp is an Equal Opportunity and Affirmative Action Employer, welcoming qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected categories.