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Location:

4224 Ridge Lea Road - Amherst, New York 14226

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

Training Hours and Location

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

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

Regular Working Hours and Location

Hybrid – In-office on Tuesdays & Wednesdays each week

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

Shifts available:

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

Essential Job Duties

This role 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.

+ Individual 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 the benefits to maintain 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.

Requirements & Qualifications

+ High school diploma or equivalent is required

+ Minimum 1 year of experience in customer service is preferred

+ Willingness to learn through on-going 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

COMPENSATION AND BENEFITS

This position is eligible to earn a base hourly rate in the range of $18.75 - $24.52 per hour. Placement within the pay range may differ based upon various factors, including but not limited to skills, experience and geographic location. Compensation for this role also includes incentive compensation subject to individual and company performance.

Please click here (https://www.key.com/about/careers/working-with-us/benefits.html) for a list of benefits for which this position is eligible.

Job Posting Expiration Date: 11/13/2025

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 [email protected].

KeyBank is an organization collectively committed to helping you unlock your potential and discover what truly drives you. Working here means sharing our purpose to help our clients, colleagues, and communities thrive. You’ll find genuinely supportive teammates, a flexible, inclusive work environment, challenging projects, accessible leaders, and opportunities to grow in your position and your career. For 200 years, Key has opened doors in our communities. Let us open one for you.