Senior Specialist- Virtual Item Processing

Location:

Hours: Monday- Friday: 6:00 am - 2:30, Mondays OT, 4 Sundays a year

Job Summary
Under limited supervision, the Senior Specialist is primarily focused on execution of complex processing, operational and/or administrative work following defined and sometimes undefined procedures. The Senior Specialist is responsible for following established guidelines to identify and resolve problems, escalating issues as needed, and contributing to workflow or process change and redesign. Individuals in this position should form a strong understanding of the specific product or process they are working with.

Essential Functions

• With little to no instruction, administers complex procedures, analysis, tasks and reporting 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 complex activities and also checks the work of less experienced employees.
• Identifies and resolves complex issues that do not have established guidelines. May provide service in relation complex billing inquiries, service requests, suggestions and complaints from customers.
• Uses independence of thought to solve complex problems and should be seen as an expert by others.
• Recommends and implements programs to solve complex issues, contributes to work flow or process change and redesign, and forms a strong understanding of the specific product or process.
• Accountable for complex reporting and analysis requests.
• Organizes, records, process, services the production of various activities of the team.
• Is fully proficient in duties and works under limited to no supervision.
• Seen as a subject matter expert across the line of business and delivers subject-matter expertise to customers and lower level employees.
• Performs other duties as assigned; duties, responsibilities and/or activities may change or new ones may be assigned at any time with or without notice
• Complies with all KeyBank policies and procedures, including without limitation, acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key's clients and Key.

Education

• High School Diploma or GED (required)
• Bachelor's Degree or equivalent experience (preferred)

Work Experience

• Minimum 3 years of operations experience (required)

Skills

• Working knowledge of business concepts, tools, and processes that are needed for making sound decisions in the context of the company's business; ability to apply this knowledge appropriately to diverse situations.
• Extensive experience with customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
• Working knowledge of back-office operations; ability to implement the practices, processes, technologies, and applications associated with banking transaction processing and records management.
• Working knowledge of major production application systems used for delivery of services to internal and external clients; ability to leverage major production application systems in diverse situations.
• Extensive experience with the importance of meeting or exceeding established targets; ability to drive critical activities to completion.
• Extensive experience in understanding the necessity and value of accuracy; ability to complete tasks with high levels of precision.
• Extensive experience with approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
• Extensive experience with the concepts and principles of Gemba Kaizen methodology; ability to identify and eliminate manufacturing waste through iterative improvements to processes.
• Extensive experience with understanding the necessity for continuous personal growth and learning; ability to gauge one's strengths, limitations and interests accurately, and use this knowledge for purposes of performance effectiveness self-development.
• Extensive experience with successful approaches and techniques for dealing with change; ability to adapt to a changing environment and be comfortable with change.
• Extensive experience with collaborative techniques; ability to work with a variety of individuals and groups in a constructive and collaborative manner.
• Extensive experience with effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
• Basic understanding of processes, tools and techniques for assessing and controlling an organization's exposure to risks of various kinds; ability to apply knowledge of risk management appropriately to diverse situations.

Core Competencies

• All KeyBank employees are expected to demonstrate Key's Values and abide by Key's Code of Conduct.

Physical Demands

• General Office - Prolonged sitting, ability to communicate face to face in person or on the phone with teammates and clients, frequent use of PC/laptop, occasional lifting/pushing/pulling of backpacks, computer bags up to 10 lbs.

Work Location Category

• Hybrid (2+ days)

COMPENSATION AND BENEFITS

Please click here 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.

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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