Operations Analyst (Loan Support, KeyView… at KeyBank · Amherst

Summary: KeyBank is a financial services company seeking an Operations Analyst to provide project support, business analysis, and subject matter expertise for loan support. The role involves troubleshooting issues, managing system enhancement requests, and collaborating with various stakeholders to improve workflow applications, particularly KeyView Deluxe. Responsibilities: - Performs business analysis for default servicing and workflow applications; application of focus is KeyView Deluxe (KVD) and can additionally includes mainframe, PC, distributed systems, databases, and/or web-based applications - Performs ongoing production support for Consumer Loan & Operational Services (CLOS) Support applications and processes; acts as first line of contact for user reported inquiries and problems; performs problem reporting, tracking, resolution, root cause analysis and identification of preventative measures - Actively participates in problem and enhancement review meetings with business partners, including Operations Functional Teams, Operational Balance & Control, Key Technology, Risk, and Vendors - Provides subject matter expertise, business analysis and support for small to medium scale projects, including but not limited to analyzing and defining scope and business requirements, identifying and resolving project issues, testing, implementing and supporting installations - Acts as advisor to Operations Functional Areas and Lines of Business relative to new products and initiatives - Project work to include but not limited to releases of fixes/enhancements and testing the releases before updates go live - Translates business needs and requirements to Technology partners; translates technical material to the CLOS Process Areas and Lines of Business - Maintains knowledge and expertise in CLOS processes, supporting applications and their interfaces - Build relationships and communicate effectively with the Loan Services Process Areas, Lines of Business, Key Technology, Vendors and other Support Partners - Cross-train to ensure full coverage of applications and functions - Independently seek out learning opportunities to develop oneself - Complies with all KeyBank policies and procedures, including acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key’s clients and the bank - Perform other duties assigned; duties, responsibilities, and/or activities may change, or new ones may be assigned, at any time, with or without notice Required Qualifications: - Bachelor's degree in Business, Information Technology, or similar field (preferred) or equivalent work experience - LEAN/Six Sigma certification or experience - 1+ years of work experience in reviewing, analyzing and summarizing data - Demonstrated technology/systems aptitude - 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 - Proficiency with PCs and PC based software is essential. i.e.; Microsoft Office, SharePoint, and Visio; MS Teams - Analytical Thinking: Applies strong analytical and critical thinking skills to evaluate data, identify patterns, determine root causes, and support sound operational and system‑related decisions - Problem Solving: Conducts effective research and analysis to diagnose issues, assess options, and develop practical, sustainable solutions within operational and system environments - Attention to Detail: Demonstrates strong focus on accuracy and organization when reviewing data, system outputs, and documentation to ensure quality and compliance - Learning Agility: Quickly grasps new concepts, processes, systems, and business workflows; independently seeks learning opportunities to build subject matter expertise - Systems & Process Understanding: Understands how business processes translate into system functionality and how applications can be leveraged to support business outcomes - Collaboration: Works effectively in a team environment by partnering with stakeholders, sharing information, and contributing to collective problem solving and decision‑making - Communication: Communicates complex information clearly and concisely, both verbally and in writing, to support understanding across technical and non‑technical audiences - Adaptability: Adjusts priorities, approaches, and solutions in response to changing business needs, organizational structures, or customer expectations - Client Focus: Maintains a service‑oriented mindset by considering client and stakeholder needs when analyzing issues, supporting applications, and delivering solutions - Ownership & Independence: Effectively prioritizes commitments, manages work independently, follows through on assignments, and maintains accountability for outcomes Preferred Qualifications: - Prior working knowledge of KVD (preferred) - 2+ years of experience in lending/systems operations, process, and/or analyst experience (preferred) - Thorough knowledge of Consumer Loan & Operational Services (CLOS) and Commercial Onboarding and Serving (COS) workflow and practices (preferred) - Knowledge of banking, accounting and/or finance (preferred) - Knowledge of lending and default, and payments regulations (preferred) - Project management experience, training or exposure (preferred) - Knowledge of LPOS Systems, i.e., MSP, ALS, LoanIQ, HOGAN, TSYS, CACS/CAS, Oracle Banking, KeyView Deluxe, Workfront, PEP+, TRIPS, Dovetail, LockBox (preferred) Required Skills: KeyView Deluxe, LEAN/Six Sigma, Microsoft Office, SharePoint, Visio, MS Teams, Consumer Loan & Operational Services (CLOS), Commercial Onboarding and Serving (COS) workflow, LPOS Systems, MSP, ALS, LoanIQ, HOGAN, TSYS, CACS/CAS, Oracle Banking, Workfront, PEP+, TRIPS, Dovetail, LockBox Benefits: Eligibility for incentive compensation which may include production, commission, and/or discretionary incentives, Eligible to earn a base salary in the range of $48,000.00 - $72,000.00 annually, 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, Please click here for a list of benefits for which this position is eligible