Real Estate Collections Specialist

Location: 4224 Ridge Lea Road, Amherst New York 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. Essential Job Duties This role primary focus is in the Real Estate Collections and Recovery area and covers a broad range of responsibilities and duties: 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. Individual will 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 Expected to maintain an excellent attendance record Exceptional attention to detail COMPENSATION AND BENEFITS 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 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 View email address on click.appcast.io. #LI-Hybrid 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.