Commercial Banking Contact Center Specialist II

Location :

4910 Tiedeman Road, Brooklyn Ohio

Class Start Date: June 1st

Training Schedule: Monday thru Friday – 8 am EST to 5pm EST

Shift schedules after training: Must be available to work Monday – Friday. Full time shifts may range between 9 am EST to 9 pm EST This role requires on-site training for five months. Once all training, coaching, and development requirements are successfully completed, the role will be designated as fully remote.

Job Summary:

We are seeking a client-focused, curious Inbound Customer Service Specialist to support our business clients across a range of products, services, and online banking platforms with technical navigation. This role is key to delivering meaningful, solution-oriented interactions that build trust and long-term relationships for our business clients.

Essential Functions:

• Deliver exceptional client experience through inbound calls and chats with professionalism, empathy, and efficiency.
• Build rapport and strengthen client relationships by actively listening, identifying needs, and resolving inquiries with care and accuracy.
• Educate clients on product features, service benefits, and digital tools to simplify their work and empower their business operations.
• Provide first-line technical support for online banking platforms, including troubleshooting connectivity, enrollment support, system navigation inquiries, and browser assistance.
• Translate complex technical concepts into clear, concise and client-friendly language.
• Demonstrate intellectual curiosity and apply problem-solving skills to resolve client issues on first contact, especially regarding technological solutions for cellular phones, computers, and operating systems.
• Collaborate with internal teams to ensure timely resolution and follow-up on escalated or complex cases.
• Document interactions and resolutions accurately in accordance with compliance and service standards within the system of record.
• Stay current on product updates, system enhancements, and compliance requirements.
• Contribute to a positive team environment by sharing knowledge, mentoring peers, and supporting team goals.
• Perform other duties as assigned; duties, responsibilities, and/or activities may change, or new ones may be assigned at any time with or without notice.
• Comply 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 Key.

Education:

• High school diploma or equivalent required; associate or bachelor’s degree preferred.

Work Experience:

• Minimum 2 years of experience in customer service, technical support, or financial services.
• Demonstrated success in problem solving and resolving client issues/concerns.
• Previous experience in a fast paced, high volume, and high-pressure environment.

Skills:

• Client Engagement: Ability to build rapport and communicate effectively with clients through verbal, written, and interpersonal channels. This skill ensures a client-centric approach that fosters trust, and satisfaction.
• Customer Service Excellence: The ability to deliver high-quality service by professionally handling inquiries, resolving issues, and building lasting client relationships. This skill is essential for maintaining customer satisfaction and loyalty in a fast-paced call center setting.
• Technical Issue Resolution: Capability to identify, analyze, and resolve technical issues while explaining solutions to clients. This skill is essential for maintaining service continuity and client confidence in technical support interactions.
• System Navigation: Ability to professionally navigate multiple systems including web browsers, websites, mobile applications, and internal systems. This skill supports efficient handling of client inquiries and internal processes.
• Strategic Problem Solving: The ability to analyze situations, identify root causes, and implement effective solutions to complex issues. This skill supports operational efficiency and enhances client trust in the department’s capabilities.
• Adaptability: Capacity to remain flexible, empathetic, and patient in a dynamic call center environment. This skill enables effective handling of client needs and unexpected challenges.
• Intellectual Curiosity: Proactive interest in learning and understanding technological tools and solutions. This skill drives continuous improvement and innovation in service delivery.
• Script Adherence: Ability to read and follow call center scripts when handling different scenarios. This skill ensures consistency, compliance, and quality in client interactions.
• Storytelling: The ability to apply storytelling principles to create engaging, and purposeful conversations that will influence clients with positive and professional outcomes. This skill helps shape positive client perceptions, build trust, and guide interactions toward successful outcomes in a call center environment.
• Effective Communication: The capacity to convey information clearly and professionally through verbal, written, and interpersonal channels. This skill ensures mutual understanding and supports efficient collaboration across teams and with clients.
  
  

Physical Demands:

• General Office: Prolonged sitting, ability to communicate face to face in-person or on the phone with teammates and clients, frequent use of PC/laptop, occasional lifting/pushing/pulling of backpacks, computer bags up to 10 lbs.

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