Specialist V

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ABOUT KEY: Cleveland-based KeyCorp is one of the nation's largest bank-based financial services companies, with assets of approximately $92.9 billion. Key companies provide investment management, retail and commercial banking, consumer finance, and investment banking products and services to individuals and companies throughout the United States and, for certain businesses, internationally. The company's businesses deliver their products and services through branches and offices; a network of 1,335 ATMs; telephone banking centers; and a website, Key.com®, that provides account access and financial products 24 hours a day. ABOUT THE BUSINESS: Key Technology and Operations (KTO) provides efficient, reliable and secure technology, operational, and servicing functions to support business partners and clients across Key. It creates an effective variable cost technology delivery model that maximizes the return on IT spend and orchestrates the efficient use of corporate information and technology assets while supporting innovation that creates competitive distinction. JOB BRIEF (PURPOSE) Responsible for processing and production support of new and existing clients using the Key Total Treasury (KTT) product. Duties include Client Service Order (CSO) processing, security and certificate troubleshooting, second level support payments troubleshooting, and monthly/semi-annual regulatory processing. This position reports to the KTT Section Manager within Channel, Card, and Deposit Operations (CCDO). ESSENTIAL JOB FUNCTIONS Provide second level technical support to clients of KTT in the areas of trouble shooting complex issues that involve PC operating systems, Internet browsers, Internet connectivity, user knowledge and understanding of KTT features/functionsEscalate, as necessary, any issues to appropriate KTO and Support Departments.Setup new KTT internet clients via CSO database; maintenance of existing internet clients in a timely and accurate manner on Key Total Treasury (KTT)Monitor KTT System for file availability; trouble-shoot any file failures with appropriate KTO and Support Departments.Monitor and resolve SRTS requests received from CBBC Internet Support within SLA; escalate issues as neededProvide, as necessary, first level KTT Security support for credential and certificate trouble-shooting.MARGINAL OR PERIPHERAL FUNCTIONS Complete monthly reporting statistics that are tracked and reported to operations management, product management, and others involved in supporting KTTProvide updates to CBBC on KTT issues; provide feedback on service quality issues; and provide information/training on new features or services being introduced to clientsProvide communication to impacted LOBs and others supporting KTT during system outages, service issues or other incidents impacting users of KTTAdditional responsibilities as assigned REQUIRED QUALIFICATIONS Work schedule is 11:00am – 8:00pm and until completion as neededHigh school diplomaPC Skills (Microsoft Office, Windows, Lotus Notes)Understanding of internet concepts, usage and web sitesMainframe system knowledge (Hogan, OLDS, Pep+, MTS, etc)2 or more years experience in an operations or client focused environmentExcellent oral and written communication skillsBasic knowledge of cash management products and services PREFERRED QUALIFICATIONSAssociate Degree Prior Cash Management experience in a customer service or related activityFamiliarity with KTT COMPETENCIES/SKILLS AccountabilityTakes ownership to drive success in the line of business and the broader organization.Managerial CourageEncourages healthy debate; effectively challenges the status quo; openly expresses views and provides candid and constructive feedback to teammates, peers and manager.Drive for ResultsCan be counted on to exceed goals successfully; is consistently a top performer, is very bottom line oriented; steadfastly pushes self and others for results.Leading ChangeEffectively navigates and embraces change; exhibits an openness of new ways of doing things and an adaptable, continuous improvement mindset.Client FocusedFosters a culture of excellent client service within the team and ensures that team members exhibit a commitment to client satisfaction for internal and external clients while balancing organizational profitability.Understands the business requirements to achieve favorable outcomes for the client and the organization (i.e., profitability).Develops a clear, complete understanding of internal/external client needs and issues through careful listening and face-to-face client contact and/or client focused discussions with team members.Effective CollaborationIdentifies opportunities and takes action to build relationships between own and other areas to achieve results.Readily shares information, knowledge, best practices, and ideas with people across the organization.Developing Self, Staff and OthersAccurately assesses and coaches to the strengths and developmental needs of direct reports.Business AcumenKnowledgeable about the financial services industry, Key’s competition and Key’s lines of businesses and promotes this knowledge across the business unit.Managing Vision and PurposeDemonstrates passion for improving business results.Engages people in commitment to the vision and departmental goals through inspiring dialogue and communication. EQUIPMENT USED Intermediate to advanced PC skills, familiarity with email systems, spreadsheet applications and basic office equipment. Ability to navigate intranet. TRAINING REQUIRED Personal ComputerPC Operating SystemsInternet Telephone, Facsimile, Photo Copier JOB LOCATION The CCDO Team is located in the Tiedeman Campus (Brooklyn, OH) and the Position will reside in Brooklyn, OH. FLSA STATUS: Non-Exempt KeyCorp is an Equal Opportunity and Affirmative Action Employer Min/Fem/Vet/Disabled