Retirement/HSA Support Specialist

Location:

Working at KeyBank is an opportunity to join a company that is committed to your success! We offer our teammates the skills, mentoring and training needed to meet their career goals and better serve our clients.

Hours: Monday - Friday 8:00 am - 4:30 pm ET (with a rotation of one late day-up to 8pm EST -every few months)

Location: During training, this position will be a hybrid opportunity. Once training is completed, this role can be remote if desired. At least 2 days in office per week is required.

JOB SUMMARY

Provide expert support for Retirement and HSA services through phone-based transaction processing and client assistance, ensuring regulatory compliance and exceptional customer service.

ROLES AND RESPONSIBILITIES

- Process and maintain Retirement/HSA transactions accurately and efficiently in line with procedures and regulatory requirements.

- Respond to telephone inquiries from both internal and external clients with a strong client focus.

- Analyze and resolve customer processing requests related to compliance and reporting.

- Maintain thorough documentation for each Retirement Plan and HSA for storage, retrieval, and disaster recovery.

- Ensure account opening and plan documentation processes meet compliance requirements.

- Work independently with limited supervision and perform diverse tasks as needed.

- Utilize computerized systems and PC software, including Microsoft Word and Excel, to complete functional tasks and identify process efficiencies.

- Stay up-to-date with Internal Revenue Code regulations and apply changes to daily work.

- Recommend process improvements to enhance compliance and manage risk.

- Train team members and assist with writing procedures.

- Support escalated and complex client requests, including communication with attorneys.

- Review and approve large general ledger transactions.

- Support the team on regulatory, bank policy, and procedural matters.

- Contribute to high-performance and respectful work culture.

QUALIFICATIONS MUST HAVE

- High school diploma or equivalent.

- Excellent oral, written, and interpersonal communication skills.

- Ability to work a flexible schedule to meet deadlines.

- Basic to intermediate proficiency in MS Word and Excel.

- Strong organizational skills and ability to multitask in a high-volume environment.

- Strong customer service skills for phone-based client interactions.

- Adaptability to new ideas in a changing environment.

- High attention to detail and accuracy.

- Ability to identify and escalate risk.

- Ability to make independent decisions and judgments.

- Capability to write procedures and train colleagues.

QUALIFICATIONS NICE TO HAVE

- Knowledge of deposit products and regulations.

- Prior operational experience.

- At least 2 years' experience with regulatory processes.

- At least 2 years of Retirement Operations experience.

- Experience facilitating disaster recovery, including remote work arrangements.

EDUCATION NEEDED

High school diploma or equivalent.

COMPENSATION AND BENEFITS

This position is eligible to earn a base hourly rate in the range of $21.00-$24.00 per hour depending on location and job-related factors such as level of experience.

Please click here for a list of benefits for which this position is eligible.

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.