Location: 4910 Tiedeman Road - Brooklyn, Ohio 44144
This role will require on-site training for minimally the first 2 weeks. After training is completed, the role will be Monday- Friday with Wednesday being a required day to work in the office.
Hours: Monday- Thursday the hours will be between 8am-7pm and Friday is a set schedule of 8am-5pm.
JOB BRIEF (PURPOSE)
Work with KeyBank clients/borrowers to understand specific situations; identify and request appropriate information during verbal applications where customers with non-real estate (NRE) consumer loans request hardship assistance. The NRE Single Point of Contact (SPOC) uses the “One Call Resolution” strategy to decision the request while the customer is on the phone. Expected to engage, understand, and advise borrowers of available options to resolve non-real estate secured and unsecured delinquency.
ESSENTIAL JOB FUNCTIONS
- Initiates outbound contact with borrowers to determine the reason for default, borrower intent, financial ability to repay debt, and to identify potential loss mitigation options/solutions.
- Balances multiple priorities and tasks such as inbound/outbound phone calls, letter generation, trial payment and document tracking.
- Answers inbound phone inquiries from borrowers regarding the status of loss mitigation and modifications.
- Interviews borrowers to understand their specific situation; identifies and requests appropriate documents required for workout review.
- Assists customers that are in a loan default situation to find solutions to maintain collateral ownership or to identify and discuss property liquidation options when a modification is not appropriate.
- Reviews and coordinates routine to complex workouts and/or coordinates short sale liquidations.
- Knowledge and understanding of default servicing, loan default legal processes, and legal terminology.
- Handles all customer emails and voice mails that are assigned.
- Accesses information in multiple systems to inform borrowers of loan workout terms, important dates, and deadlines.
- Makes good faith payment arrangements with borrowers to ensure accounts do not fall further behind while loss mitigation options are being evaluated.
- Notifies and informs borrowers of changes to dates/timelines and decisions as they are made.
- Provides information to borrowers concerning escalation/complaint procedures and processes per CFPB guidelines.
- Efficiently handles a variety of customer inquiries, via phone call and written correspondence, regarding the customer's loan.
- Becomes a subject matter expert (SME) on non-real estate secured and unsecured loss mitigation options and qualification requirements.
- Minimizes call escalations by gaining customers' trust and keeping promises.
- Prioritizes quality and efficiency in resolving customer issues.
- Ensures compliance with all applicable federal and state laws, regulations, investor requirements, and CFPB Servicing Guidelines.
- Maintains appropriate records and documents in the system of record to preserve a history of actions taken or denied.
- Verbally collects customer financial information to render a decision on Non-Real Estate accounts.
- Monitors for and processes Trial Payments, as applicable.
- Operates as a loss mitigation/SPOC SME and acts as a mentor to peers.
- Takes escalated calls from peers and follows up with customers with escalated issues to identify root causes and uses problem-solving skills to resolve the issues.
- Works with Legal and Compliance to review and gather requested information for Executive Client Resolutions.
- Conducts preliminary reviews of loss mitigation applications. Notates the collection system to preserve a history of actions taken. Assigns completed applications to loss mitigation analysts for analysis. Adheres to all Government Regulations and Key Bank policies.
- Reviews and responds from within the escalation mailbox daily to bring peer questions and potential issues to resolution.
- Responsible for training new hires.
- Performs call monitoring/scoring and delivers to the manager for coaching/review.
- Acts as SME within the change control process for procedure review and implementation.
- May assist with the “on-the-job” training process, conduct loss mitigation training sessions, assess new hires, identify additional training needed, report training progress and completion to management, and maintain training materials.
- Manages medium-range loss mitigation process improvements or new projects.
- Oversight of loss mitigation exceptions to ensure remediation is completed timely.
- Other duties may be assigned.
REQUIRED QUALIFICATIONS
- High School Diploma or GED Equivalent required.
- Two to three years of banking loss mitigation experience is required.
- Strong organizational and analytical skills.
- Strong PC skills with the ability to execute processes in the Bank's standard software programs and ability to work with minimal supervision. Must be proficient in MS Windows, MS Outlook, MS Office Suite, MS SharePoint, and MS Project.
- Excellent verbal and written communication and listening skills.
- Ability to work under pressure and stress and respond to inquiries with tact, diplomacy, and patience.
- Knowledge of commonly used terminology, concepts, practices, and procedures within the consumer non-real estate product industry – i.e. closed-end loans, open-ended lines of credit, credit cards, student loans.
- Strong business writing and math skills.
PREFERRED QUALIFICATIONS
- Non-Real Estate Collections or default-related experience is preferred.
- Bilingual (English/Spanish).
- BA/BS degree in a business-related field preferred.
COMPENSATION AND BENEFITS
This position is eligible to earn a base hourly rate in the range of $23 to $25 per hour depending on location and job-related factors such as level of experience.
Please click here for a list of benefits for which this position is eligible.
Job Posting Expiration Date: 12/17/2024
KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to building a diverse, equitable, and inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected category.
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.
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