Commercial Banking Contact Center Specialist II

Class Start Date: May 18th

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

Shift schedules after training: Must be available to work Monday - Friday.Full timeshiftsmay range between 9 am ESTto 9 pm ESTThis 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, curiousInbound Customer Service Specialist to support our business clients across a range of products, services, and online banking platformswith technical navigation.This role iskeyto delivering meaningful, solution-oriented interactions that build trust and long-term relationshipsfor our business clients.

Essential Functions

• Deliver exceptionalclient experiencethrough 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 andclient-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 standardswithinthe systemof 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 maychange,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 yearsof experience in customer service, technical support, or financial services.

• Demonstrated success in problem solving and resolving client issues/concerns

• Previous experiencein a fast paced, high volume, andhigh-pressureenvironment

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 fosterstrust,andsatisfaction.

• 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.

• TechnicalIssue 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 createengaging,and purposeful conversations thatwill influence clients with positiveand professional outcomes. This skill helps shape positive client perceptions, build trust, and guide interactions toward successful outcomes in a call center environment.

• Effective Communication:Thecapacity 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.

This is an evergreen posting. We continuously accept applications for this role to build a pipeline of qualified candidates for future openings. While there may not be an immediate vacancy, your application may be considered for upcoming opportunities aligned with this position.