Real Estate Collections Specialist

About the role

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.

Responsibilities

• 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.
• 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.

Pay, Benefits & Schedule

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

07/31/2026