Return Items Lead Specialist

As part of the Return Items team, the Specialist will support both bank clients and internal partners.  The Return Items team performs routine and repetitive research associated tasks utilizing various KeyBank internal systems (TRIPS).  This team works to completion of various required tasks on each shift.

The chosen candidate can expect to be required to perform tasks such as (but not limited to):

• Basic to complex research using various bank systems
• Research associated with DDA exception items and incoming/outgoing returned items
• Research/refund returned credit transactions 
• Cover late shift/end-of-day activities when needed
• Other tasks as assigned

Essential Job Functions:

• Come to work each day with the goal of providing first in class service to all internal/external clients seeking assistance from our team.
• Ensure that any opportunities to improve process efficiency, quality or client experience are communicated appropriately in order to effect real change. 
• Escalate any issues identified to the appropriate management.   
• Be an active participant in self-development in order to support the common goal of the team but also one's future advancement.

Required and/or Preferred Qualifications

• Minimally 1 year of experience in an operational role
• High School Diploma or GED equivalent required. College degree preferred

• Ability to work under pressure and meet deadlines and production goals
• Proficient in 10-Key, able to perform with a high degree of speed and accuracy.
• Comfortable navigating multiple computer systems and applications
• Proficient in Microsoft Office applications
• Proven ability to handle all monetary/ processing functions independently

• Proven ability to handle high transaction volumes accurately
• Moderate knowledge/experience in multiple payment delivery channels; OLDS, Lockbox, ACH, wires
• Moderate knowledge of banking policies, procedures, and governmental regulations