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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and coaching abilities to develop and manage commercial servicing teams, ensuring compliance with regulatory standards and achieving financial goals. Possesses advanced skills in project management, strategic decision-making, and effective communication to enhance customer experience and operational efficiency.
Highest-signal resume keywords
3+ Years Management ExperienceKnowledge Of Regulatory ComplianceProject Management ExperienceAdvanced PC SkillsCommercial Credit Policies Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Loan Accounting SystemsCommercial Credit PoliciesRegulatory Compliance KnowledgeProject ManagementStrategic Decision-MakingPerformance MeasurementQuality ControlData AnalysisWorkflow OrganizationCustomer Service Improvement
Soft Skills
Effective CommunicationTeam BuildingCoaching And MentoringTime ManagementProblem Solving
Tools & Technologies
MS Office SuiteLoan IQCLS/CL3Teams
Industry Keywords
Financial ServicesCommercial ServicingOperations FunctionBusiness AcumenChange Management
About the role
Key responsibilities & impact- Select, develop, coach, and lead commercial servicing professionals in remote and on-site work environments
- Provide effective supervision and apply Key’s personnel policies
- Coach team competencies and skills and support career growth
- Serve as a consultant to the team regarding business and personal circumstances
- Lead by example and reinforce desired leadership behaviors
- Ensure consistent and timely follow-through through role modeling, coaching, and training
- Act as a buffer against influences detrimental to team effectiveness
- Execute human capital decisions and projects supporting divisional financial goals
- Implement new bank policies and procedures, including required training
- Ensure cross-site approval for policy and procedural changes
- Oversee daily activities for multiple commercial teams and promote quality control
- Organize workflow and delegate workload to meet service level agreements and provide quality customer service
- Monitor individual and team performance against client expectations
- Maintain production quality and quantity within the approved budget
- Achieve productivity, quality, and service-level goals
- Address exceptions and errors with timely, thorough follow-up
- Coach teams to identify risk trends and implement solutions for service exceptions
- Implement and test procedural controls for regulatory and policy compliance
- Analyze and develop strategies to improve customer experience, reduce cycle time, and improve efficiency
- Lead continuous improvement initiatives aligned with strategic objectives
- Identify customer needs and improve service to internal and external clients
- Disseminate communications to affected departments, associates, and clients
- Gather tools and resources needed for team performance and eliminate barriers
- Motivate teams and reinforce team culture through effective communication
- Perform other duties as assigned and comply with KeyBank policies and procedures
Requirements
What you’ll need- BS/BA in business-related field preferred
- Equivalent work experience accepted
- 3+ years management/leadership/team lead experience, preferably within a commercial and/or operations function within financial services
- Advanced PC skills and ability to use MS Office Suite (Word, Excel, PowerPoint, Access, Teams)
- Knowledge of regulatory compliance with respect to commercial loan requirements
- Knowledge of commercial credit policies and products
- Functional knowledge of loan accounting systems (Loan IQ, CLS/CL3)
- High degree of competence in reading and interpreting legal documents
- Proven experience leading change, influencing, and directing strategic initiatives
- Prior experience in a financial institution preferred
- Project management experience across multiple initiatives preferred
- Ability to evaluate complex issues, identify effective solutions, and resolve challenges
- Clear, professional, and effective written and verbal communication
- Effective time management and organization
- Strategic decision-making ability
- Ability to build effective teams and foster accountability
- Ability to facilitate organizational change
- Ability to delegate responsibility and accountability
- Quality orientation and continuous improvement focus
- Managerial courage and ability to provide direct feedback
- Business acumen
- Ability to build partnerships
- Ability to manage and measure work, processes, performance, and results
Benefits
Comp & perks- Incentive compensation eligibility, which may include production, commission, and/or discretionary incentives
- Hybrid work arrangement with 2+ days in office
- Flexible options for roles that can be performed effectively in a mobile environment
- Reasonable accommodations for qualified individuals with disabilities or disabled veterans