Senior Specialist- Lockbox

Location:

Location: This is a FULLY ONSITE position at our Tiedeman Road location in Brooklyn Ohio

Hours: M-F 8-4:30 or until work is completed.

Job Brief

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.

Essential job duties

This role 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

With little to no instruction administers complex procedures analysis tasks and reporting for filing recording processing servicing recording and/or organization of documentation associated with a product or process

Reviews and ensures proper documentation or procedures are used for complex activities and also checks the work of less experienced employees

Identifies and resolves complex issues that do not have established guidelines. May provide service in relation complex billing inquiries service requests suggestions and complaints from customers

Uses independence of thought to solve complex problems and should be seen as an expert by others.

Recommends and implements programs to solve complex issues contributes to work flow or process change and redesign and forms a strong understanding of the specific product or process

Accountable for complex reporting and analysis requests

Organizes records process 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

Required and/or Preferred Qualifications

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 inquires and diffuse difficult customer situations independently

Trains and assists in training new staff

Ability to work with limited to no supervision in decision making

Job Specific Skills

Researches and resolves complex client outages/differences with minimal or no assistance communicates appropriately with clients effective use of telephone and written communication skills. Provides quality service is available to resolve complex problems via face to face phone answers questions via Service Request Tracking System (SRTS) telephone fax mail for all internal/external Lockbox clients. Strengthens the clients relationship with Key by cross selling and referring new business sales opportunities to the appropriate areas. Appropriately escalates client issues as necessary with minimum impact to the client. Proactively follows up with client to ensure servicing requests have been resolved to their satisfaction. Ensures all inquiries service requests and resolutions are documented in SRTS / Total Customer Service (TCS). Manages Client Service Order (CSO) and SRTS queues: researches resolves and closes SRTS requests within standard service levels keeping leader updated and informed of important issues sets up new lockboxes. Maintains a comprehensive technical and working knowledge of all systems utilized by lockbox. Maintains organizational and time management skills. Meets or exceeds established individual goals

COMPENSATION AND BENEFITS

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