Training: Begins on February 5th and is scheduled Monday – Friday from 8-5pm eastern for the first several months.
Shifts: There are various shift available for this role including 1st and 2nd shift.
Location: Remote. The work location during training for this role is work from home.
Work from home would require a quiet dedicated workspace, hard-wired high-speed internet, and a space free of distractions.
ABOUT THE JOB (JOB BRIEF)
As a Customer Service Specialist II, you’ll serve as the voice of KeyBank for Commercial clients –working as a problem solver for our clients with issues that can range from deposit or loan account questions to troubleshooting login issues on various modules within their online banking platforms. This is a high energy, fast-paced call center role with unlimited opportunity to learn, grow and work with a talented and supportive team. If you like helping others and feel rewarded by making someone’s day a little better, this is the role for you. The ability to empathize, stay calm, Intellectual curiosity of technological solutions and not take customer frustration personal are traits that are especially successful in this role.
What You’ll Get from This Opportunity:
- Competitive pay and unique benefits – 401(k) matching (dollar-for-dollar up to 6%), generous PTO, fitness and tuition reimbursement and so much more.
- Valuable financial services experience. You’ll learn the ins and outs of how the bank works and knowledge that translates to career advancement at Key.
- Paid job training and access to a library of specialized professional development and training courses.
- Shift differentials available.
- Performance-based rewards.
- Variety – every day is different.
ESSENTIAL JOB FUNCTIONS
Consistently deliver distinctive client service that is knowledgeable, empathetic, patient, prompt, and courteous
- Research and provide verification and documentation of client issues and resolution
- Maintain highly proficient and current comprehensive knowledge of Contact Center and KeyBank’s’ policies, procedures and products – Deposits and Credit
- Knowledgeably respond to and overcome client objections
- Act as liaison for our clients to provide first call resolution by coordinating and following up with other departments or lines of business as appropriate
- Responsible for interpreting and translating complex technical procedures and process in a
- client centric language
- Provide technical and customer service support in the areas of trouble shooting, diagnostic testing, and error resolution on PC operating systems with Strong verbal and writing communication for account servicing, complex issues and online channel inquiries – navigation and technical
- Adhere to established policies and procedures related to servicing, regulatory compliance, quality, and client contact strategy
- Work collaboratively in a team environment to achieve team, department, and line of business commitments
REQUIRED QUALIFICATIONS
- 2-3 years client services and or sales experience required
- High school diploma or GED equivalency
- Demonstrated success in problem resolution, multi-tasking and attention to detail.
- Basic computer skills and working knowledge of how to navigate web browsers, websites and mobile applications.
- Strong interpersonal, verbal, and written communication skills.
- Flexibility, empathy, and patience to work in a fast-paced, high-volume call center.
- Ability to read and follow call center “scripts” when handling different scenarios.
The work location during training for this role is work from home. After the completion of training, the work location can be work from home, mobile or assigned (in office). Work from home would require a quiet dedicated workspace, hard-wired high-speed internet, and a space free of distractions.
This position is eligible to earn a base hourly rate in the range of $21 to $23.10 per hour depending on location and job-related factors such as level of experience.
COMPENSATION AND BENEFITS
This position is eligible to earn a base hourly rate in the range of $21.00 to $23.10 per hour depending on location and job-related factors such as level of experience. Compensation for this role also includes short-term incentive compensation subject to individual and company performance.
Please click here for a list of benefits for which this position is eligible.
Key has implemented a role-based Mobile by Design approach to our employee workspaces, dedicating space to those whose roles require specific workspaces, while providing flexible options for roles which are less dependent on assigned workspaces and can be performed effectively in a mobile environment. As a result, this role may be Mobile or Home-based, which means you may work primarily either at a home office or in a Key facility to perform your job duties.
Headquartered in Cleveland, Ohio, KeyCorp (Key) is one of the nation’s largest financial services companies. Key provides investment management, retail and commercial banking, consumer finance and investment banking products to individuals and companies throughout the United States and, for certain businesses, internationally.
At Key we’ve made a promise to our clients that they will always have a champion in us. To deliver on that promise, we’re committed to building a team of engaged employees who do the right thing for our clients and help them achieve their financial goals each and every day.