Business Banking Contact Center Specialist II

KeyBank • Brooklyn, OH

10d • $19 - $25 • Hybrid

About The Position

As a Business Banking Contact Center Specialist, you will be the first point of contact for small- to mid-sized business clients seeking support with their financial services. You’ll handle back‑to‑back inbound calls, provide exceptional service, resolve issues, and guide clients through solutions with confidence and clarity. In this role, you’ll deliver Ease, Value, and Expertise (EVE) across every interaction while achieving First Call Resolution (FCR) and strengthening long-term client relationships.

Requirements

• High school diploma or GED.
• Minimum 2 years of client service experience.
• Strong multitasking skills and exceptional attention to detail.
• Proven problem‑solving abilities in a fast‑paced, high‑volume environment.
• Excellent verbal and written communication skills.
• Proficiency with Windows-based systems.
• High degree of professionalism and client focus.

Responsibilities

• Provide informed, professional service to business clients regarding deposit accounts, credit products, specialized account types, and judgment processing.
• Build rapport and strengthen client relationships through effective listening, problem solving, and issue resolution.
• Deliver First Call Resolution by independently addressing client needs or coordinating with internal partners.
• Identify financial wellness opportunities and transition clients to the Financial Wellness team.
• Explain KeyBank products, services, and digital tools in a clear, client-friendly way.
• Recognize and act on client retention opportunities.
• Research issues, document findings, and ensure accurate follow-through.
• Maintain up‑to‑date knowledge of KeyBank products, policies, and compliance requirements.
• Meet or exceed KPIs, including call quality, productivity, and client satisfaction.
• Participate in ongoing training and serve as a peer mentor.
• Provide support for online and mobile banking, including troubleshooting navigation, browser issues, and device compatibility.
• Translate technical steps into easy, understandable language.
• Communicate system outages or service updates clearly.
• Support additional digital platforms such as Key Business Online.
• Handle inbound calls related to retirement accounts, HSAs, and Key Direct.
• Assist with resolving technical errors and connectivity issues.
• Support clients with data import/export and formatting within Microsoft applications.
• Simplify complex technical or procedural concepts for clients.

Benefits

• This position is eligible to earn a base hourly rate in the range of $18.75 - $25.00 per hour.
• Placement within the pay range may differ based upon various factors, including but not limited to skills, experience and geographic location.
• Please click here for a list of benefits for which this position is eligible.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED