Location:
4224 Ridge Lea Road - Amherst, New York 14226Hours: Monday- Friday from 8:00am-4:30pm
Location: Hybrid with Wednesday and Friday being in office
ABOUT THE JOB (JOB BRIEF):
The Lead Specialist is responsible for overseeing the financial and administrative processes when a borrower’s consumer or commercial collateral is deemed a total loss by an insurance provider. This role involves handling both inbound and outbound calls related to total loss secured accounts, while actively managing tasks across the repossession, remarketing, and insurance teams. As an evolving position, it also includes participating in projects, adapting to new procedures, and supporting the development and implementation of updated processes. This position is part of the repo team and could involve supporting other established processes in addition to the projects etc..
ESSENTIAL JOB FUNCTIONS:
-Place/receive calls via the telephone.
-Add, change, and delete information in multiple file screens within multiple collection systems.
-Comply with all policies and procedures as outlined in operating instructions.
-Serve as entry point for the identification, routing, and documentation of all pertinent collection support processes (I.E.: modifications, bankruptcy, skip-tracing, etc.).
-Collaborate with insurance carriers, internal departments, and third-party administrators to process claims.
-Meet minimum individual and departmental goals and service level agreements.
-Adhere to Federal Regulatory requirements regarding debt collections.
- Participate in procedure reviews and updates, ensuring alignment with operational and compliance standards.
REQUIRED QUALIFICATIONS:
-Computer proficient, ability to Work from home and have a quiet area and be hardwired into the internet. Calls will be graded and recorded.
-Proven ability to stay focused in a continuous process flow and keep pace within work team
-Superior verbal and written communication skills
-One or more years of customer service or collections experience.
PREFERRED QUALIFICATIONS:
-Prior experience in a financial institution or auto finance environment.
- Associate’s or Bachelor’s degree in Business Administration, Finance, Insurance, or a related field.
COMPETENCIES/SKILLS:
-Excellent interpersonal and motivation skills
-Demonstrated ability to handle change
-Displayed sense of ownership in relation to attitude and actions, assignments and event outcomes
-Ability to multi-task
-High attention to detail and accuracy in documentation and data entry.
COMPENSATION AND BENEFITS
This position is eligible to earn a base hourly rate in the range of $20 to $24.00 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: 10/22/2025 KeyCorp is an Equal Opportunity Employer committed to sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.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 [email protected].
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What We Do
At KeyBank we’ve made a promise to our clients that they will always have a champion in us. To deliver on our promise, we’re committed to building a team of engaged employees who do the right thing for our clients and shareholders, and help them achieve financial wellness each and every day.
