Customer Service Specialist- Consumer Banking- Amherst, NY

KeyBank is seeking a Customer Service Specialist to join their team. In this role, you will be the voice of the bank, assisting clients with inquiries and problem-solving in a fast-paced call center environment. The position offers opportunities for learning and growth within the financial services sector.

Responsibilities

• Embody a strong client experience culture, being present with every client and teammate and realizing the impact we can have on their day, personally, professionally, and financially
• Receiving inbound calls from consumer clients in fast paced environment (in some cases, taking back-to-back calls)
• Answering client questions, problem solving, educating, de-escalating dissatisfied clients, and making suggestions that help deliver our Moments Matter culture
• Providing technical support for Key’s online products and services (PC, mobile, and tablets)
• Collaborating with a wide range of Key Teammates to help solve client challenges
• Ability to navigate multiple screens and software while speaking to clients effectively over the phone free of distractions and background noise (similar to being in the office)
• Complies with all KeyBank policies and procedures, acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key’s clients and KeyBank

Skills

• Minimum 1 year client service experience
• High school diploma/GED
• Demonstrated success in problem resolution, multi-tasking and attention to detail
• Advanced computer skills and working knowledge of how to navigate multiple screens and software, web browsers, websites and mobile applications while speaking to clients
• 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
• Schedule flexibility – The hours for the position can change based on business need. In addition, there is a shift bid process for all Teammates that occurs two times (performance based schedule options) per year which could result in a schedule change
• Previous experience working in a remote/ work from home environment

Benefits

• 401(k) matching (dollar-for-dollar up to 7%)
• Generous PTO
• Fitness and tuition reimbursement
• Paid job training
• Access to a library of specialized professional development and training courses
• Shift differentials available
• Performance-based rewards

Company Overview