Real Estate Collections Specialist

Location

4224 Ridge Lea Road, Amherst, New York

We are not your average collections team! At Key Bank, we pride ourselves on being client advisors.

100% on-site at our office in Amherst, NY.

Monday – Friday between 8:00 am and 5:30 pm ET

Hybrid – In-office on Tuesdays & Wednesdays each week

Monday – Friday between 8:00 am and 9:00 pm ET & 1 Saturday per month from 8:00 am – 12:00 pm ET

Mostly Days:
Mon-Fri 8 am-4:30 pm. One late shift a week, 12:30 pm-9 pm, required. Can choose a day from Tuesday, Wednesday, or Thursday, and can work more than one late shift if desired. Rotating Saturdays 8 am-12 pm.

This role's primary focus is in the Real Estate Collections and Recovery area and covers a broad range of responsibilities and duties:

• Identifies and resolves situations where customers cannot maintain a current status on their account by having a thorough and detailed conversation in regard to their delinquency and offering applicable delinquency solutions.
• Individuals will spend 90% of their day on the phone with our customers trying to solve the delinquency by placing outbound and taking inbound calls. The other 10% is documenting calls and trainings/meetings.
• Has strong negotiation skills and is able to convince customers of the benefits of maintaining a status.
• Able to follow a schedule that is set by management for breaks and lunches, and to limit time away from the phones when scheduled.
• Other duties as assigned.

• A high school diploma or equivalent is required
• Minimum 1 year of experience in customer service is preferred
• Willingness to learn through ongoing coaching and constructive feedback
• Ability to work from home 3 days per week in a quiet office setting with limited distractions
• Ability to work overtime when needed per business needs
• Works well with others in a fully developed team environment
• Excellent customer service skills
• Proven excellent verbal/written communication and interpersonal skills
• Ability to work under pressure and meet deadlines
• Analytical, research, and problem resolution skills
• Comfortable navigating multiple computer systems and applications
• Proficient in Microsoft Office applications, including basic Excel skills
• Expected to maintain an excellent attendance record
• Exceptional attention to detail