WorkMyWay

As a Customer Service Specialist, you’ll serve as the voice of KeyBank – working as a problem solver for our clients. This is a high-energy, fast-paced call center role with unlimited opportunities 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, and not take client frustration personally are traits that are especially successful in this role.

This position offers competitive pay, shift differentials, and unique benefits, including 401(k) matching (dollar-for-dollar up to 7%), generous PTO, fitness and tuition reimbursement, performance-based rewards, and paid job training.

Primary Responsibilities

• Embody a strong client experience culture by being present with every client and teammate.
• Receive inbound calls from consumer clients in a fast-paced environment.
• Answer client questions, problem-solve, educate, de-escalate dissatisfied clients, and make suggestions that help deliver KeyBank’s Moments Matter culture.
• Provide technical support for Key’s online products and services (PC, mobile, and tablets).
• Collaborate with a wide range of Key teammates to help solve client challenges.
• Navigate multiple screens and software while speaking to clients effectively over the phone.
• Comply with all KeyBank policies and procedures, acting professionally and ethically at all times.

Required Experience

• 1-2 years of client service experience.
• Demonstrated success in problem resolution, multi-tasking, and attention to detail.
• Strong interpersonal, verbal, and written communication skills.
• Advanced computer skills with the ability to navigate multiple screens, web browsers, and mobile applications.
• 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.
• Schedule flexibility, including participation in a shift bid process that occurs twice per year.

Required Education

• High school diploma or GED.

Preferred Qualifications

• Previous experience working in a remote/work-from-home environment.

Work Environment

• Training will take place on-site for a minimum of the first three months at 4910 Tiedeman Road, Brooklyn, OH 44144 before transitioning to a work-from-home opportunity.
• Various shift schedules are available, including:
  • Weekend Warrior Shifts: Working every Saturday and Sunday with two weekdays off (additional compensation offered).
  • Saturday Squad Shifts: Working every Saturday with two weekdays off (additional compensation offered).
  • Other shifts require working at least every other Saturday or Sunday.
• Home office requirements:
  • Hard-wired high-speed internet (minimum 50 Mbps download).
  • Dedicated, distraction-free workspace.

Location of This Position

4910 Tiedeman Road, Brooklyn, OH 44144

About the Company

At the KeyBank Contact Center, we are a diverse and engaged team that supports one another and finds ways to have fun both in the office and virtually. Our leaders have our backs, and we share our knowledge for the good of the team. We work hard for our clients and are frequently rewarded for our efforts.

Compensation and Benefits:
This position is eligible to earn a base hourly rate in the range of $18 to $22.60 per hour, depending on location and job-related factors such as experience level.

KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to building 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 other protected categories.

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.