Late Stage Collections Specialist

KeyBank; Brooklyn (OH); On-site; USD 26,000 - 34,000; Full time

Job summary

KeyBank, part of KeyCorp, seeks a Late-Stage Collections Specialist in Brooklyn, OH. This entry-level role involves phone-based client advisement to resolve delinquencies while delivering professional service. Training and coaching are emphasized as you grow within the team.

The position requires strong communication and negotiation skills, with a focus on teamwork, accuracy, and customer-focused problem solving in a fast-paced environment. Training is on-site, with evolving in-office scheduling.

Qualifications

• Minimum 1 year of customer service experience required.
• Strong negotiation skills and communication skills to highlight the benefits of customers paying their debt.
• Excellent verbal and written communication skills.
• Strong interpersonal and leadership abilities.
• Ability to work independently and as part of a team.
• Analytical skills for research and problem solving.
• Demonstrated ability to handle multiple tasks accurately.

Responsibilities

• Communicate with clients primarily by phone to help resolve account delinquencies.
• Provide courteous and effective service, offering solutions to bring accounts current.
• Handle high transaction volumes accurately and efficiently.
• Meet established production goals and deadlines.
• Manage and diffuse challenging client situations independently.
• Collaborate as part of a team and assist in training new staff as needed.

Skills

Customer service

Negotiation

Communication

Teamwork

Attention to detail

Problem solving

Leadership abilities

Education

High School Diploma or GED

Job description

Location and Schedule

Location: 4910 Tiedeman Road, Brooklyn Ohio

Training Schedule & Location: Three weeks of training. 100% on-site Monday – Friday 8:30am – 5:30pm ET. Schedule & Shift after Training: Required in-office 2 days per week on Wednesday & Thursday. Monday – Thursday- 12:30pm- 9:00pm ET. Friday- 8:00am-4:30pm ET. Saturday: 8:00am – 12:00pm ET (approximately 2 times per month). All equipment is provided.

Job Summary

We are not your typical Collections team! At KeyBank, we pride ourselves on being client advisors. We appreciate our business clients, and our team excels at offering professional and courteous service to them. KeyBank offers you the ability to see career path advancement, on the job training and a variety of benefits including medical, dental, 401K and more. Our Late-Stage Collections Specialists engage with business clients via phone to resolve account delinquencies, provide professional guidance, and solutions-oriented service. This is an entry-level opportunity within a team of early talent and seasoned professionals. There is a lot to learn to expand your professional skill set. Success and room for growth require that all team members are open to development through on-going and regular coaching and feedback.

Key Responsibilities

• Communicate with clients primarily by phone to help resolve account delinquencies
• Provide courteous and effective service, offering solutions to bring accounts current
• Handle high transaction volumes accurately and efficiently
• Meet established production goals and deadlines
• Manage and diffuse challenging client situations independently
• Collaborate as part of a team and assist in training new staff as needed

Minimum Qualifications & Requirements

• High School Diploma or GED equivalent
• Minimum 1 year of customer service experience required
• Strong negotiation skills and communication skills to highlight the benefits of customers paying their debt
• Ability to follow a schedule that is set by management for breaks and lunches and to limit time away from the phones when scheduled
• Excellent verbal and written communication skills
• Strong interpersonal and leadership abilities
• Ability to work independently and as part of a team
• Proficient in handling pressure and meeting deadlines
• Analytical skills for research and problem solving
• Exceptional attention to detail
• Demonstrated ability to handle multiple tasks accurately
• Previous experience training or mentoring others
• Adaptability to changing environments

This is an evergreen posting. We continuously accept applications for this role to build a pipeline of qualified candidates for future openings. While there may not be an immediate vacancy, your application may be considered for upcoming opportunities aligned with this position.

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: 11/01/2026

Equal Opportunity Employer

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 [e-mail].

#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.