Keybank Utah, USA
Oct 18, 2019
ABOUT THE JOB (JOB BRIEF) The KBM Call Performance Specialist plays a critical role to the improvement of customer service by monitoring customer call interactions and providing direct feedback for improvement. In addition, the Call Performance Specialist will contribute to improving the mortgage customer experience. ESSENTIAL JOB FUNCTIONS Complete all expected call monitors on a daily basis. Participate in call calibration meetings with leadership to ensure consistent interpretation of metrics being monitored. Identify and escalate any customer experience issues needing immediate attention. Support additional business needs as assigned. Responsible for understanding the mortgage business and associated compliance requirements. Responsible for identifying the business trends and opportunities for improvement. Participate in data analysis result reviews and provide insight based on observations. Build effective working partnerships with the business unit and internal partners to ensure successful end result. REQUIRED QUALIFICATIONS Bachelor's degree or equivalent work experience within the consumer mortgage banking industry. Minimum 1-2 yrs. experience in mortgage or compliance related processes. Minimum 2-3 yrs. customer service experience preferred. Proven ability to establish and maintain effective collaborative partnerships among the business unit and internal partners. Ability to navigate and cite applicable policies and procedures. Strong research skills with an attention to detail. Strong listening, verbal and written communication skills. Microsoft Office skills - Excel, Word, Outlook. Ability to work independently and jointly in a constantly changing regulatory environment. COMPETENCIES Accountability: Keep your promises, honor your commitments, and demonstrate open, honest communication; accept responsibility for your mistakes and failures and learn from them; respect Key's corporate governance/policy/protocols; refrain from participating in and accepting "back door" decisions. Courage: Openly expresses views and delivers candid and constructive feedback with a positive mindset to teammates and manager; welcomes constructive feedback and strives to improve effectiveness based upon feedback; steps up to conflict and views it as an opportunity; finds common ground and fosters cooperation with minimum noise. Drive for Results: Exceed goals successfully; consistently be a solid performer and bottom line oriented; steadfastly push self and others for results; demonstrate personal accountability for achieving results within established timelines and budget parameters; Pursue your work with energy, drive and focus. Client Focus: Understand the value of excellent client service and demonstrate a commitment to client satisfaction for internal and external clients while balancing organizational profitability; actively listen to internal/external client feedback and deliver appropriate solutions; apply judgment within established guidelines to resolve client issues and needs; escalate issues to your manager when appropriate Effective Collaboration: Identify and involve the right stakeholders to make decisions and maximize results; readily share information, knowledge, best practices, and ideas with entire team to accomplish goals; leverage opportunities and capabilities across boundaries to accomplish goals; actively listen; have the patience to hear people out; accurately restate the opinion of others even when you disagree; effectively collaborate with external partners; advocate for partners within the organization. Global Orientation: Operate with a global mindset and perspective; apply knowledge about the global financial services industry; seize and embrace an inclusive team and diverse perspectives to reach the best outcomes; think and act as a global team member while utilizing virtual capabilities to engage with the team; advocate change; open to global experience, travel and energy requirements. Analytical Thinking: Able to breakdown raw information and undefined problems into specific, workable components that in-turn clearly identifies the issues at hand. Makes logical conclusions, anticipates obstacles and considers different approaches that are relevant to the decision making process. FLSA STATUS: Non-Exempt KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to engaging a diverse workforce and 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, disability, or veteran status.