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Analyst III, Loan Services

KeyCorporation - Amherst, NY

Analyst III, Loan Services



New York

Analyst III, Loan Services

FLSA Status


Schedule Type


Job Description


POSITION TITLE: Key Enterprise Operations Functional Facilitator


The Functional Facilitator will serve as the Loan Services instructor by partnering collaboratively with Loan Services Leadership team and Business Training. This position is centered around two primary focuses procedures and training.

The Functional Facilitator will need to understand and possess the ability to write procedures, policies, as well as develop process maps. The position will be responsible for implementation and annual review of procedures, policies and process maps and will participate in the continuous development of these to ensure quality-added control and compliance with the Credit Policy and government regulations.

The position holds responsibility for delivering functional training to team members and department process owners with the goal of building the required skills and knowledge necessary for effective job performance. This includes the onboarding and training process of new employees, as well as updating and delivering knowledge enhancements to existing staff and teams.

The incumbent will be well versed at bank procedure and a resource when preparing internal policies organized, have strong customer service, analytical and decision making skills. Must be open-minded with an ability to accept and adapt to new ideas in a changing environment, have a demonstrated ability to be a team player and ensure the achievement of department and site goals. This position requires commitment to continuous improvement and promoting a high performance culture.


Partners with leaders, and peers to ensure procedures, policies and process maps are reviewed annually and appropriately utilized.

Acts as a resource for ALL associates to educate and clarify internal policies and procedures related to products, services, and department operations.

Partners with Loan Services leadership and Business Training to effectively onboard new associates by ensuring the completion of new hire training plans.

Partners with leaders, Business Training partners, and peers to ensure training materials are current and appropriately utilized.

Creates constructive feedback to the Loan Services leadership team and team members with regards to training, onboarding and procedures.

Actively looks for continuous improvements within the training process.

Strong working knowledge of bank policies and government regulations.

Ensures that established bank policies and procedures are adhered to.

Minimizes risk to the bank.

Stays current on training techniques and is accountable for leveraging industry best practices.

Interacts with any and all Key Bank departments and/or clients.

Determines associate s training needs and schedules classes accordingly.

Supports client initiatives, rollouts and conversions by facilitating training.

Model the Key Values and promote the 1Key philosophies.


In partnership with Business Training, develops on-the-job tools to support content transformation.

Surface associate feedback around communication, systems, tools, reporting and opportunities for added value proposition.

Identify and implement Continuous Improvement initiatives that have a significant positive impact to expense savings and service quality.


High School Diploma, GED or equivalent work experience.

Prior training/direct leadership experience.

Demonstrated success with functional and technical subject matter and the ability to translate material into explicable concepts.

Ability to adjust approach to match diverse learning styles and recognize the presence or absence of standard behaviors.

Exhibits a commitment to a learning organization and team culture.

Posses overall business, technical and cross-functional savvy to solve complex problems and make timely decisions; ability to understand key financial and performance metrics.

Ability to work collaboratively and cross-functionally with Key s lines of business and other support partners, as well as, work independently within and beyond the scope of the defined job function.

Excellent verbal and written communication skills and the ability to have a positive and confident influence to a large cross-site constituency.


Bachelor s degree in Adult Education or related field of study.

Work experience in adult Learning principles and techniques.


Functional and technical aptitude.

Training acumen.

Adapt and learn.

Communicates openly and effectively.

Coaching and feedback.

Influences and motivates others.

Proactive and action oriented.

Drive for results.

Champion change and innovation.

Excellent written skills.

Presentation skills.






Microsoft Office Software


Fundamentals of Effective Instruction.

LOB-specific software training as applicable.

On the job training as necessary.

Classes as assigned.


Location based on Line of Business the position supports.

About the Business

Key Technology and Operations (KTO) is Key Bank s shared services organization for technology, operational, and servicing functions supporting business partners and clients across all lines of business. Within the overall organization, KTO provides efficient, reliable and secure technology; creates an effective variable cost technology delivery model that maximizes the return on IT spend; orchestrates the efficient use of corporate information and technology assets; and supports innovation that creates competitive distinction. KTO is effective and efficient in payment and deposit servicing, loan servicing, exception and dispute processing, investment and support services, sourcing and procurement, as well as enterprise-wide fraud prevention, investigations and operational support to human resources and the Bank s BSA/AML program.

About Key

KeyCorp's roots trace back 190 years to Albany, New York. Headquartered in Cleveland, Ohio, Key is one of the nation's largest bank-based financial services companies, with assets of approximately $134.5 billion at March 31, 2017. Key provides deposit, lending, cash management, insurance, and investment services to individuals and businesses in 15 states under the name KeyBank National Association through a network of more than 1,200 branches and more than 1,500 ATMs. Key also provides a broad range of sophisticated corporate and investment banking products, such as merger and acquisition advice, public and private debt and equity, syndications, and derivatives to middle market companies in selected industries throughout the United States under the KeyBanc Capital Markets trade name. KeyBank is Member FDIC.

KeyCorp is an Equal Opportunity and Affirmative Action Employer Min/Fem/Vet/Disabled.

Employer's Job# 25664BR

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Analyst III, Loan Services KeyCorporation - Amherst, NY, United States


Location: Amherst, NY

Company Profile:
It's the most important thing we do. Our nationally recognized industry experts with KeyBanc Capital Markets Inc. and dedicated financial professionals at KeyBank are focused on your business, every day. We demonstrate our value through our broad financial platform and our commitment to