Commercial Escalations & Incident Analyst

Location:

The Commercial Escalations & Incident Analyst will support both the Escalations and Incident functions within the Resolution & Root Cause team. This role will work collaboratively with escalations, incident and root cause & insights to identify, prioritize and resolve root causes of client focused pain points. When needed, this person will facilitate the Commercial Escalations process and/or represent commercial clients, corresponding lines of business and operations teams in the monitoring, management and resolution of incidents. This role reports to the Head of Issue Resolution & Client Experience and will be part of the Resolution and Root Cause team within Commercial Onboarding and Servicing.

ESSENTIAL JOB FUNCTIONS

The Commercial Escalation & Incident Analyst will:

• Help collect, track, and review escalations and incident data objectively
• Be able to pull insights/trends from data being documented to help create stories for larger organization decisions
• Work with the team to create processes to analyze, prioritize, and socialize potential initiatives, incorporating input from line of business and product stakeholders
• Be a strategic thinker; demonstrate the ability to anticipate client needs; have the ability to identify & solve complex problems utilizing strong conflict management skills
• Focus on delivering quality and timely execution and resolution
• Be able to actively lead SWAT Team through regular interactions; driving for results by asking probing questions and following up on outstanding items
• Be able to execute on and manage the incident management playbooks and procedures for commercial businesses.
• Assist with resolving complex inquiries and questions from internal clients that the teams are unable to resolve
• Serve in an “on-call” capacity as escalated client inquires occur during non-traditional business hours

REQUIRED QUALIFICATIONS

• BA/BS or equivalent work experience
• 1-2 years of experience in business process improvement or similar experience, preferably with some experience in financial services
• Ability to synthesize data and analytics around goals and objectives with astute attention to detail
• Proficient at collecting performance measurements, creating dashboards and monitoring on-going performance, including comfortability using excel to display data
• Business acumen to communicate and operate effectively across multiple business units
• Strong critical thinking combined with business intuition and intellectual curiosity
• Strong knowledge of banking products, policies, and procedures, as well as commercial client needs
• Ability to operate with a results-oriented focus and strong sense of urgency – strong organization and follow-up skills
• Proficiency with MS Office, SharePoint, and Excel with ability to create complex data and process visualizations that tell the story to all levels of the organization
• Strong communication skills both verbal and written

• Problem Solving – Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply this knowledge appropriately to diverse situations.
• Drives for Results - Can be counted on to exceed goals successfully; demonstrates the ability to anticipate client needs; very bottom-line oriented; accepts and adapts to feedback; steadfastly pushes self and others for results.
• Communication Skills – Exhibits accomplished professional written, verbal, and presentation skills in a variety of formal settings; one-on-one, small and large groups, with peers, direct reports, and leaders; is effective both inside and outside the organization.
• Service Excellence – Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
• Interpersonal Savvy - Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
• Business Acumen – Understands business model and engagement’s contribution to meet business strategy including financial & risk impacts; proficient in current and future policies, practices, trends, and information affecting their business and organization
• Peer Relationships - Can quickly find common ground and solve problems for the good of all; can represent his/her own interests and yet be fair to other groups; can solve problems with peers with a minimum of noise; is seen as a team player and is cooperative; easily gains trust and support of peers; encourages collaboration; can be candid with peers.

EQUIPMENT USED

Applicable equipment may include – PC Microsoft Office, Salesforce, ServiceCloud, Key proprietary systems, and other software platforms (Minitab, tableau, salesforce, etc.)

TRAINING REQUIRED

On the job training and identified

Key has implemented a role-based Mobile by Design approach to our employee workspaces, dedicating space to those whose roles require specific workspaces, while providing flexible options for roles which are less dependent on assigned workspaces and can be performed effectively in a mobile environment.  As a result, this role may be mobile or home based, which means you may work either at a home office or in a Key facility to perform your job duties.

COMPENSATION AND BENEFITS

This position is eligible to earn a base salary in the range of $61,000.00 to $75,000.00 annually depending on location and job-related factors such as level of experience. Compensation for this role also includes eligibility for short-term incentive compensation and deferred incentive compensation subject to individual and company performance.

Please click here for a list of benefits for which this position is eligible.

Key has implemented a role-based Mobile by Design approach to our employee workspaces, dedicating space to those whose roles require specific workspaces, while providing flexible options for roles which are less dependent on assigned workspaces and can be performed effectively in a mobile environment. As a result, this role may be Mobile or Home-based, which means you may work primarily either at a home office or in a Key facility to perform your job duties.

KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to building a diverse, equitable and inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other protected category.

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 HR_Compliance@keybank.com.

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