WorkMyWay

Thank you for your interest in our Customer Service Specialist II opening in Business Banking. This position is eligible to earn a base hourly rate in the range of $18.75 to $24.52 per hour, depending on location and job-related factors such as level of experience.

Please note - you must reside near our Brooklyn, OH location, as training will be fully on-site and will start on May 19th. Once training is completed, you will then work 100% remotely, unless business needs change.

Location of this Position:

4910 Tiedeman Road, Brooklyn, OH

Primary Responsibilities:

• Consistently deliver distinctive client service by providing Ease, Value, and Expertise (EVE) in every client interaction related to deposit products, credit products, privileged accounts, employee accounts, and judgment processing.
• Build rapport and strengthen client relationships while handling inquiries, resolving service issues, and achieving First Call Resolution (FCR).
• Research, verify, and document client issues and resolutions.
• Maintain thorough knowledge and understanding of KeyBank’s products and services.
• Educate clients on the features and benefits of Key’s products and services.
• Identify financial wellness opportunities and transition clients to the Financial Wellness team.
• Recognize and act upon client retention opportunities.
• Serve as a liaison for clients, coordinating and following up with other departments as needed.
• Meet Key Performance Indicator (KPI) goals while contributing to the success of the team, Call Center Service, and KeyBank.
• Ensure compliance with established policies and procedures related to servicing, regulatory compliance, and quality.
• Conduct financial reviews of client portfolios and account analysis.
• Work collaboratively in a team environment to meet department and business goals.
• Act as a peer mentor to other Service Specialists, including newly hired employees.
• Achieve Client Satisfaction ratings as indicated in the Annual Performance Review (APR).
• Attend enhanced/advanced training classes to stay up to date on industry knowledge.

Digital Banking Responsibilities (if applicable):

• Provide technical and customer support for Key’s online banking products and services.
• Troubleshoot complex issues involving PC operating systems, mobile devices, tablets, and web browsers.
• Translate technical problems into easy-to-understand language for clients.
• Communicate updates regarding system outages or service issues.
• May receive training on additional digital client service support (e.g., Key Business Online, Personal Finance Management).

Special Services (if applicable):

• Handle inbound service calls for retirement accounts, HSA, and Key Direct.
• Troubleshoot technical errors, diagnose internet connectivity issues, and assist with software and hardware resolutions.
• Help clients with data file formatting and importing/exporting in applications such as Microsoft Word, Excel, and Quicken.

Required Experience:

• 2-3 years of client services experience required.
• Experience handling multi-tasking and attention to detail in a fast-paced environment.
• Proven problem-solving and client issue resolution skills.
• Strong interpersonal, verbal, and written communication skills.

Required Education:

• High school diploma or GED equivalent.
• Successful completion of all Level 1 training and demonstration of skills.

Work Environment:

• Contact center environment with a high volume of client interactions.
• Ability to manage high-pressure situations while maintaining professionalism.

About the Company:

KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to fostering a diverse, equitable, and inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected category.