Banking Lockbox Customer Service Specialist

Job Description:

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

Hours : M-F, 8-4:30

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 client’s 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

Working at Key is an opportunity to join a company committed to your success and the success of the clients and communities we serve. We offer our teammates the skills, mentoring and training needed to meet their career goals and better serve our clients.