Job Description

Location: 4910 Tiedeman Road - Brooklyn, Ohio 44144
JOB BRIEF (PURPOSE)
In a Financial Services Contact Center environment, the CLC Sales Support Associate processes new loan applications received from the Internet channel. The CLC Sales Support Associate will work as the liaison between the client and Underwriting Department gathering information necessary for credit decisions, as well as resolving internal and external client inquiries and concerns. This is a mobile designated position and requires a minimum two days in office work per week.
ESSENTIAL JOB FUNCTIONS

• Handle inbound and outbound calls to communicate application requirements and credit decisions to clients, including approvals, declines, and counter offers.
• Manage the end-to-end processing of loan applications, ensuring all information is accurate and the workflow is efficient.
• Assist clients by resolving issues and answering questions during the application process; use problem-solving skills to offer appropriate solutions and direct clients to the correct resources for timely resolution.
• Provide expert guidance and support on escalated calls and complex client matters.
• Build and maintain strong relationships with both new and existing clients while working in a virtual environment.
• Coordinate with branch offices to schedule closing appointments and ensure both clients and branch representatives are fully informed of approval conditions for prompt closings and high client satisfaction.
• Order necessary loan closing documents in preparation for scheduled appointments.
• Always deliver exceptional client service while strictly adhering to bank policies, regulatory requirements, and internal procedures.
• Achieving individual performance goals and actively contributing to the overall success of the team.
• Maintain registration and certification with the Nationwide Mortgage Licensing System and Registry.
• Demonstrate flexibility by supporting other teams during periods of increased workload or staff absences.

MARGINAL OR PERIPHERAL FUNCTIONS

• E-mailing
• Preparing and e-mailing customer correspondence.

• Support other lines of business as back up based upon staffing needs.

REQUIRED QUALIFICATIONS

• High School Diploma
• Excellent written and oral communication skills
• Strong organizational and time management skills.
• Knowledge of Microsoft Office utilities, including Word & Excel.

PREFERRED QUALIFICATIONS

• Associate or bachelor's Degree

• Financial Services background experience
• Knowledge of Financial Products
• Call Center and Customer Service experience

COMPETENCIES/SKILLS

• Adaptability
• Quality Orientation
• Contributing to Team Success
• Communication
• Building Customer Loyalty
• Initiating Action
• Conflict Resolution-Client

EQUIPMENT USED/PHYSICAL REQUIREMENTS

• PC (keyboard & mouse)
• Phone w/headset

TRAINING REQUIRED

• Classroom and on-the-job
• PC software training as needed
• Systems: UJET, ACAPS, CE Desktop, Oracle Banking Platform, KeyView Deluxe

COMPENSATION AND BENEFITS This position is eligible to earn a base hourly rate in the range of $18.75 - $24.52 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 subject to individual and company performance.
Please click for a list of benefits for which this position is eligible.
Job Posting Expiration Date: 12/31/2025 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 HR_Compliance@keybank.com.

Skills Required