Commercial Banking Contact Center Specialist II

KeyBank•Brooklyn, OH

2d•Remote

About The Position

We are seeking a client-focused, curious Inbound Customer Service Specialist to support business clients across a range of products, services, and online banking platforms. The role delivers solution-oriented interactions that build trust and long-term relationships with business clients. It provides customer service through inbound calls and chats, as well as first-line technical support for online banking platforms, including connectivity, enrollment, navigation, and browser assistance. The role requires on-site training for five months at 4910 Tiedeman Road, Brooklyn, Ohio. After successfully completing all training, coaching, and development requirements, the role will be designated as fully remote. Training is scheduled Monday through Friday, 8 a.m. to 5 p.m. EST. After training, employees must be available Monday through Friday for full-time shifts that may range from 9 a.m. to 9 p.m. EST. Schedules may vary according to business needs and operational coverage, are generally communicated at least 30 days in advance when possible, and may allow employees to express preferences. Attendance and punctuality are essential to supporting customer responsiveness, case throughput, and service-level commitments. The position requires compliance with KeyBank policies and procedures, professional and ethical conduct, avoidance of conflicts of interest, and acting in the best interests of Key’s clients and Key. This is an evergreen posting: applications are accepted to build a pipeline for future openings, and there may not be an immediate vacancy.

Requirements

High school diploma or equivalent.
At least 2 years of experience in customer service, technical support, or financial services.
Demonstrated success in problem solving and resolving client issues or concerns.
Experience in a fast-paced, high-volume, high-pressure environment.
Ability to build rapport and communicate effectively with clients through verbal, written, and interpersonal channels.
Ability to provide high-quality customer service, handle inquiries professionally, resolve issues, and build client relationships.
Ability to identify, analyze, and resolve technical issues and explain solutions to clients.
Ability to navigate multiple systems, including web browsers, websites, mobile applications, and internal systems.
Ability to analyze situations, identify root causes, and implement effective solutions to complex issues.
Ability to remain flexible, empathetic, and patient in a dynamic call center environment.
Ability to learn and understand technological tools and solutions.
Ability to read and follow call center scripts.
Ability to use storytelling principles to create engaging, purposeful conversations and guide interactions toward positive outcomes.
Ability to convey information clearly and professionally and collaborate effectively with clients and teams.
Ability to meet the role’s physical demands, including prolonged sitting, communication in person or by phone, frequent PC or laptop use, and occasional lifting, pushing, or pulling of computer bags weighing up to 10 pounds.
Availability to work Monday through Friday; post-training full-time shifts may range from 9 a.m. to 9 p.m. EST.
Ability to complete five months of on-site training and, after training, coaching, and development requirements are successfully completed, work in the designated fully remote arrangement.
Timeliness and regular, predictable attendance.

Nice To Haves

Associate or bachelor’s degree.

Responsibilities

Deliver professional, empathetic, and efficient client experiences through inbound calls and chats.
Build rapport by actively listening, identifying client needs, and resolving inquiries accurately and carefully.
Educate clients about product features, service benefits, and digital tools to support their business operations.
Provide first-line technical support for online banking platforms, including troubleshooting connectivity, enrollment, system navigation, and browser issues.
Explain complex technical concepts in clear, concise, client-friendly language.
Use curiosity and problem-solving skills to resolve client issues on first contact, particularly technical issues involving cellular phones, computers, and operating systems.
Collaborate with internal teams to resolve and follow up on escalated or complex cases.
Accurately document interactions and resolutions in the system of record in accordance with compliance and service standards.
Stay current on product updates, system enhancements, and compliance requirements.
Share knowledge, mentor peers, and support team goals.
Comply with KeyBank policies and procedures, conduct business ethically and professionally, avoid conflicts of interest, and act in the best interests of clients and Key.
Perform other duties as assigned; duties, responsibilities, and activities may change or be added at any time.