Senior Specialist- Default Escalationss

Location:

This position is Hybrid, based at 4910 Tiedeman in Brooklyn, OH or 4224 Ridge Lea in Amherst, NY

Training Hours and Location

Regular Hours and Location

Hybrid Monday - Friday

In-office 2 days per week on Wednesdays and Fridays

Hours are 8:00am - 4:30pm ET

JOB BRIEF:

A Default Escalations Senior Specialist is responsible for supporting the Default Collections and Recovery Teams in high-level research, industry knowledge and first-line manager calls. As a Default Escalation Senior Specialist, you will work to solve complex problems using independence of thought, detailed research, and teamwork.

In addition to day-to-day obligations, Escalations may assist with complex tasks, some manager functions, and diverse bank-wide inquiries. This position will interact with various business partners (all Default product lines, Servicing, Legal, Vendors etc.,).

ESSENTIAL JOB FUNCTIONS:

• Individuals at this level use independence of thought to solve complex problems and are seen as a subject matter expert

• Fully proficient in duties and works under limited supervision

• Reviews and ensures proper procedures are used and may provide coaching opportunities as needed

• Identifies and resolves complex issues that do not have established guidelines

• Proven ability to handle customer service inquiries and diffuse difficult customer situations independently

• Knowledge of bank products, loan documentation and payments

• Knowledge of banking policies, procedures, and governmental regulations

• Negotiate payment arrangements to reduce delinquency

COMPETENCIES/SKILLS:

• Ability to multi-task, meet deadlines and set goals while working under pressure

• Strong interpersonal skills, with a demonstrated ability to work within a team structure

• Open-minded and adaptable to new ideas in a changing environment

• Consistently develop knowledge base of internal and external processes

• Commitment to continuous improvement

REQUIRED QUALIFICATIONS:

• High school diploma or equivalent is required

• Minimum 2 years of experience in a client-facing role, preferably in default

• Proven excellent verbal/written communication

• Demonstrated leadership, customer service, & de-escalation skills

• Provides project support or additional tasks assigned by management

• Excellent analytical, problem solving/decision making skills

• Comfortable navigating multiple computer servicing systems and applications

• Proficient in Microsoft Office applications

PREFERRED QUALIFICATIONS:

• College or equivalent work experience in a financial institution environment

• Able to read and interpret legal documents

This is an evergreen posting. We continuously accept applications for this role to build a pipeline of qualified candidates for future openings. While there may not be an immediate vacancy, your application may be considered for upcoming opportunities aligned with this position.

COMPENSATION AND BENEFITS

This position is eligible to earn a base hourly rate in the range of $20.67 - $31.25 per hour. Placement within the pay range may differ based upon various factors, including but not limited to skills, experience and geographic location. Compensation for this role also includes incentive compensation which may include production, commission, and/or discretionary incentives.

Please click here (https://www.key.com/about/careers/working-with-us/benefits.html) for a list of benefits for which this position is eligible.

Key has implemented an approach to employee workspaces which prioritizes in-office presence, while providing flexible options in circumstances where roles can be performed effectively in a mobile environment.

Job Posting Expiration Date: 04/30/2026

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, age, genetic information, pregnancy, disability, veteran status or any other characteristic protected by law.

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.

#LI-Hybrid

KeyBank is an organization collectively committed to helping you unlock your potential and discover what truly drives you. Working here means sharing our purpose to help our clients, colleagues, and communities thrive. You'll find genuinely supportive teammates, a flexible, inclusive work environment, challenging projects, accessible leaders, and opportunities to grow in your position and your career. For 200 years, Key has opened doors in our communities. Let us open one for you.