**Location:** 4910 Tiedeman Road - Brooklyn, Ohio 44144 **Location:** Hybrid – Brooklyn OH requiring 2 days per week in-office **Hours:** Monday – Thursday between 8am & 7pm ET & Friday between 8am & 5pm ET **Position Overview** This role is a dedicated single point of contact (SPOC) for clients seeking hardship assistance on non-real estate loans and lines of credit, guiding them through available solutions and ensuring exceptional service. **Role & Responsibilities** + Initiate outbound calls and answer inbound inquiries to assess borrower situations, intentions, and financial capacities + Identify appropriate loss mitigation options and provide guidance to borrowers on possible solutions + Collect and review documentation for workout evaluations and assist with payment arrangements while assessing loss mitigation + Review loss mitigation applications and coordinate with analysts for further evaluation + Maintain accurate records and document all actions and communications + Act as a subject matter expert (SME) in non-real estate secured and unsecured loss mitigation + Mentor, train new hires, and assist with training sessions and materials + Monitor trial payments, oversee exceptions, and manage medium-range process improvements or new projects + Work with Legal and Compliance to gather information for executive client resolutions and handle escalated client calls or peer issues + Ensure compliance with all federal, state, and investor requirements, as well as CFPB Servicing Guidelines **Required Experience & Qualifications** + High school diploma or equivalent + Experience in handling high volume customer service inbound and outbound calling + Strong organizational, analytical, interpersonal, and written/verbal communication skills + Proficiency with MS Office 365 + Ability to multitask, work independently, and handle pressure with professionalism and tact + Familiarity with consumer non-real estate loan products and industry terminology + Strong business writing and math skills **Preferred Experience & Qualifications** + Experience in non-real estate collections, default management, + Bilingual in English and Spanish + Bachelor’s degree in a relevant field COMPENSATION AND BENEFITS This position is eligible to earn a base hourly rate in the range of $24 to $26 per hour depending on location and job-related factors such as level of experience. Please click here (http://www.key.com/kco/images/Key\_Benefit\_Eligibility\_Chart.pdf) for a list of benefits for which this position is eligible. Job Posting Expiration Date: 11/19/2025 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, disability or veteran status. 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. KeyBank is an organization collectively committed to helping you unlock your potential and discover what truly drives you. Working here means sharing our purpose to help our clients, colleagues, and communities thrive. You’ll find genuinely supportive teammates, a flexible, inclusive work environment, challenging projects, accessible leaders, and opportunities to grow in your position and your career. For 200 years, Key has opened doors in our communities. Let us open one for you.