Senior Specialist - Wires & RTP

Real Time Payments & Wire Transfer Services

The Real Time Payments (RTP) & Wire Transfer Services team oversees the end-to-end processing, investigation, and scheduling of both domestic and international payments throughout Key's network. This team collaborates with internal departments as well as external consumer and commercial clients to guarantee precise and prompt RTP and wire transactions using the Dovetail Payments Platform (EPP). This position is particularly crucial as it requires in-depth expertise in payment products and related applications. The primary focus will be on providing top-notch production support, coordinating various workflows, and handling first-level escalations. The individual will serve as a subject matter expert, offering guidance, training, and support to the Real Time Payments & Wire Transfer Services team. This role includes researching wire requests, communicating with internal partners and external clients regarding the status of wire transactions, and managing the electronic transfer of funds between banks using the Wire Operations systems.

Essential Job Functions

• Conduct research online and in repositories according to the terms of the Service Level Agreement (SLA).
• Navigating with various payment channels, including OLDs and Hogan.
• Ensure that client errors are minimized and eliminate controllable losses as well as privacy breaches.
• Answer customer service calls to inquire about wire transactions and to initiate wire transactions.
• Manage multiple investigation cases within the RTP & Wire Transfer Investigations system.
• Perform secondary review and release on Wire transactions potentially exceeding millions of dollars.
• Identify and report suspicious activity with clients or internal partners.
• Developing or revising departmental procedures.
• Collaborate with leadership to develop enhanced reporting and metrics.
• Follow guidelines to identify and resolve moderate issues.
• Handles moderately complex billing questions, service requests, suggestions, and complaints from customers.
• Design and implement process improvements to solve common issues.
• Involves multiple responsibilities instead of a single defined role.
• Performs all responsibilities competently with moderate to minimal supervision.
• Train or assist in training new staff.
• Other duties as assigned.

Required Qualifications

• Bachelor's degree, or equivalent work experience.
• Comprehension and understanding of payment processing.
• Working Knowledge of Wire and RTP laws and regulations.
• Ability to follow internal procedures alongside relevant regulatory requirements.
• Skilled navigating various systems and applications to address everyday problems.
• Experience in reviewing, analyzing, and summarizing data.
• Proven ability to understand and work with technology or systems.
• Strong problem solving, analytical and communication skills.
• Experience managing client-facing deliverables with SLA requirements.
• Demonstrates a strong aptitude for quickly understanding new concepts and procedures.
• Proven ability to prioritize commitments, assign tasks and follow up on assignments.
• Proven service delivery excellence with "Best in Class" client focused service mindset.
• Demonstrated ability to present and translate complex issues via clear and concise communications (verbal and written) to a diverse audience, inclusive of multiple layers of management.
• Ability to remain flexible and effective in a fast-paced team environment.
• Skilled in handling tasks and emails via a shared Outlook inbox.
• Managing risk.

Preferred Qualifications

• Minimum 2 years experience in a fast-paced, deadline-driven environment.
• Strong grasp of electronic payments processes.
• Experience in banking, accounting, or finance.
• Experience and proven compliance with Wire and RTP regulations.
• Expert with Dovetail or comparable wire and RTP processing systems.
• Project management experience, relevant training, or related exposure.
• Familiar with various payment systems: HOGAN, OLDs, Dovetail, KeyView Deluxe, Workfront, Quest.

Compensation and Benefits

This position is eligible to earn a base hourly rate in the range of $20.67 - $31.25 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.

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.