Location:

4910 Tiedeman Road - Brooklyn, Ohio 44144

Location:  Hybrid – Brooklyn OH requiring 2 days per week in-office

Hours: Monday – Thursday between 8am & 7pm ET & Friday between 8am & 5pm ET

Position Overview

This role is a dedicated single point of contact (SPOC) for clients seeking hardship assistance on non-real estate loans and lines of credit, guiding them through available solutions and ensuring exceptional service.

Role & Responsibilities

Initiate outbound calls and answer inbound inquiries to assess borrower situations, intentions, and financial capacitiesIdentify appropriate loss mitigation options and provide guidance to borrowers on possible solutionsCollect and review documentation for workout evaluations and assist with payment arrangements while assessing loss mitigationReview loss mitigation applications and coordinate with analysts for further evaluationMaintain accurate records and document all actions and communicationsAct as a subject matter expert (SME) in non-real estate secured and unsecured loss mitigationMentor, train new hires, and assist with training sessions and materialsMonitor trial payments, oversee exceptions, and manage medium-range process improvements or new projectsWork with Legal and Compliance to gather information for executive client resolutions and handle escalated client calls or peer issuesEnsure compliance with all federal, state, and investor requirements, as well as CFPB Servicing Guidelines

Required Experience & Qualifications

High school diploma or equivalentExperience in handling high volume customer service inbound and outbound callingStrong organizational, analytical, interpersonal, and written/verbal communication skillsProficiency with MS Office 365Ability to multitask, work independently, and handle pressure with professionalism and tactFamiliarity with consumer non-real estate loan products and industry terminologyStrong business writing and math skills

Preferred Experience & Qualifications

Experience in non-real estate collections, default management,Bilingual in English and SpanishBachelor’s degree in a relevant field

COMPENSATION AND BENEFITS

This position is eligible to earn a base hourly rate in the range of $24 to $26 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.

Job Posting Expiration Date: 11/19/2025

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, disability or veteran status.

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.