Banking Lockbox Workflow Coordinator Night Shift

Hours: Sunday - Thursday 9:30pm-6:00am or until work is complete

Location: On-Site

Job Summary
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 workflow or process change and redesign. Individuals in this position should form a strong understanding of the specific product or process they are working with.

• 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.
• Performs other duties as assigned; duties, responsibilities and/or activities may change or new ones may be assigned at any time with or without notice.
• Complies with all KeyBank policies and procedures, including without limitation, acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key’s clients and Key.

Education:

• High School Diploma or GED (required).
• Bachelor's Degree or equivalent experience (preferred).

Work Experience:

• 3+ years of operations experience (required).

Skills:

• 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.
• Facilitate the timely and efficient movement of mail, checks, and documents to extraction and data entry associates.
• Day to day point person, reporting lockbox status updates and issues to Supervisor.
• Partner with Transmissions team to ensure all SLAs are met.
• Troubleshoot complex clerical questions.
• Prepares information for clients and service partners according to specified procedures and instructions.
• Assist with packaging and mailing of client reports.
• Complete all duties within Workflow log daily.
• Acts as support for other production areas when necessary.
• Processes complex or sensitive client accounts.
• Transmit client data at designated intervals in accordance with client specifications.
• Initiate required communication between necessary parties ensuring SLA’s are met with timeliness and accuracy.
• Identify and correct out of balance conditions or exception return codes.
• Monitor transmission, data entry, and other deadlines with a sense of urgency and attention to detail.
• Provide detailed and easy to understand documentation on missed SLAs.
• Perform basic troubleshooting steps when necessary, including system shut downs, restarts, and maintenance.
• Support transmission services for multiple lockbox sites from a centralized location.
• Complete all duties on Transmission log daily.
• Other duties as assigned.

Core Competencies:

• All KeyBank employees are expected to demonstrate Key’s Values and abide by Key’s Code of Conduct.

Physical Demands:

• General Office - Prolonged sitting, ability to communicate face to face in person or on the phone with teammates and clients, frequent use of PC/laptop, occasional lifting/pushing/pulling of backpacks, computer bags up to 10 lbs.

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.