Location:

Hours: Monday- Friday from 8:30am-5:00pm

Location: This position has a hybrid work schedule with at least four days from home and one day in office.

The Lead Specialist Automated Clearing House (ACH) Exceptions and Reclamations will process file maintenance requests. Post adjustment entries to client accounts along with corresponding accounting entries to general ledger. Perform online and repository-based research. Answer customer service calls and perform intermediate-level online inquiries. Meet established goals/standards for quality while responding to customer inquiries. Maintain a high level of enthusiasm and professionalism while demonstrating the Key Values. Assist in the development of process improvement ideas that will enhance the client experience and improve operational efficiencies. Demonstrate effective decision-making skills and be able to think independently. Ensure compliance with operational, security and audit procedures. Perform ACH exception processing and research as required. Must work well in a team environment and understand the importance of "First Class Service". Process manual incoming and outgoing returns. Other responsibilities as assigned by manager.

• This role covers a combination of staff within the areas of credit cards, retail banking, small business banking, consumer lending, mortgage banking, collections, recovery, origination, or auto finance and cover a broad range of responsibilities and duties

• Administers moderate procedures, analysis, tasks and reporting while receiving limited instructions 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 moderate activities

• Identifies and resolves moderate issues by following established guidelines. Refers more complex problems to Senior level or supervisor. May provide service in relation moderate complex billing inquiries, service requests, suggestions, and complaints from customers

• Uses some independence of thought to resolve basic issues and refers more complex problems to supervisors or other experts.

• Recommends and implements programs to solve routine issues, contributes to workflow or process change and redesign, and forms a foundational/basic understanding of the specific product or process

• Accountable for regular reporting and analysis requests

• Typically covers a broad range of responsibilities rather than focusing on one specific role.

• Is fully proficient in duties while working under moderate to limited supervision.

• Other duties as assigned.

Positions Required Qualification:

• 1+ years of experience in operations role

• High School Diploma or equivalent required. College degree preferred

• 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 strong verbal/written communication and interpersonal skills

Position Preferred Qualifications:

• Good judgement and decision-making skills, basic leadership skills

• Ability to identify issues and demonstration of basic analytical, research and problem resolution skills

• Comfortable navigating multiple computer systems and applications, utilizing resources to solve routine challenges

• Moderate knowledge of banking policies, procedures, government regulations

• Ability to perform moderate scheduled and non-scheduled maintenance functions

• Excellent customer service skills and ability to handle routine/occasional customer service inquiries independently

• May train or assist in training new staff

• Ability to work with minimal supervision in decision making

Line of Business Specific Skills / Preferred Qualifications:

• Intermediate understanding of PEP+ system

• Moderate knowledge/experience with electronic payments

• Advanced ability to detect suspicious activity

• Familiarity with NACHA rules

• Comfortable working with internal partners and external clients

• Subject matter expert in handling ACH Exception requests

• Ability to accurately post adjustment entries to client accounts along with corresponding accounting entries to general ledger

• Perform online and repository-based research

• Answer customer service calls and perform intermediate-level online inquiries

• Prepare daily file processing exception reports

• Contact clients and resolve file processing exceptions

• Maintain minimal client errors, zero controllable losses and privacy breaches

• Ability to navigate and generate reports in View Direct

• Comfortable working in Excel daily

• Ability to process high dollar transactions and files

COMPENSATION AND BENEFITS

This position is eligible to earn a base hourly rate in the range of $19 to $21 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.

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.