About this role
Location:
4224 Ridge Lea Road, Amherst New YorkWe 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 - $25.00 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 which may include production, commission, and/or discretionary incentives.Please click here for a list of benefits for which this position is eligible.
Key has implemented an approach to employee workspaces which prioritizes in-office presence, while providing flexible options in circumstances where roles can be performed effectively in a mobile environment.
Job Posting Expiration Date: 02/15/2026 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, age, genetic information, pregnancy, disability, veteran status or any other characteristic protected by law.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].
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Other facts
About KeyBank
At KeyBank we’ve made a promise to our clients that they will always have a champion in us. To deliver on our promise, we’re committed to building a team of engaged employees who do the right thing for our clients and shareholders, and help them achieve financial wellness each and every day.
Headquartered in Cleveland, Ohio, KeyCorp is one of the nation’s largest financial services companies. Key Companies provide investment management, retail and commercial banking, consumer finance and investment banking products to individuals and companies throughout the United States and, for certain businesses, internationally.
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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.
KeyBank is Member FDIC. Equal Housing Lender. Credit applications are subject to credit approval.
What you'll do
- The primary focus of this role is in Real Estate Collections and Recovery, involving detailed conversations with customers regarding their delinquency and offering solutions. The individual will spend 90% of their day on the phone, handling both outbound and inbound calls.
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