Commercial Banking Contact Center Specialist II

KeyBank•Brooklyn, OH

10d•$19 - $25•Remote

About The Position

KeyBank is seeking a client-focused, curious Inbound Customer Service Specialist to support business clients across products, services, and online banking platforms. The role delivers solution-oriented interactions that build trust and long-term client relationships. It provides support through inbound calls and chats, including first-line technical assistance with online banking, enrollment, connectivity, system navigation, and browsers. The position requires on-site training for five months at 4910 Tiedeman Road, Brooklyn, Ohio. After all training, coaching, and development requirements are successfully completed, the role will be fully remote. Training is Monday through Friday, 8 a.m. to 5 p.m. EST. After training, full-time shifts may range from 9 a.m. to 9 p.m. EST, Monday through Friday. Schedules may vary based on business and operational needs and are generally communicated at least 30 days in advance whenever possible. Regular, predictable attendance and timeliness are essential. This is an evergreen posting for building a pipeline of qualified candidates for future openings; there may not be an immediate vacancy. The position is eligible for a base hourly rate of $18.75 to $25.00, with placement depending on factors including skills, experience, and geographic location.

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.
Previous experience in a fast-paced, high-volume, high-pressure environment.
Ability to build rapport and communicate effectively with clients verbally, in writing, and interpersonally.
Ability to handle inquiries professionally, resolve issues, and build client relationships in a fast-paced call center.
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.
Ability to remain flexible, empathetic, and patient in a dynamic call center environment.
Interest in learning and understanding 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 communicate clearly and professionally and collaborate effectively.
Timeliness and regular, predictable attendance.
Ability to meet the stated physical demands: prolonged sitting; face-to-face or telephone communication; frequent PC or laptop use; and occasional lifting, pushing, or pulling of backpacks or computer bags up to 10 lbs.

Nice To Haves

Associate or bachelor's degree.

Responsibilities

Deliver exceptional client experiences through inbound calls and chats with professionalism, empathy, and efficiency.
Build client rapport by listening actively, identifying needs, and resolving inquiries accurately and thoughtfully.
Educate clients about product features, service benefits, and digital tools.
Provide first-line technical support for online banking, including connectivity troubleshooting, enrollment support, system navigation, and browser assistance.
Explain complex technical concepts in clear, client-friendly language.
Use problem-solving skills to resolve client issues on first contact, especially technological issues involving cellular phones, computers, and operating systems.
Collaborate with internal teams to resolve and follow up on escalated or complex cases.
Document interactions and resolutions accurately in the system of record and 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.
Perform other duties as assigned; duties, responsibilities, and activities may change or be newly assigned.
Comply with KeyBank policies and procedures, act professionally and ethically, avoid conflicts of interest, and act in the best interests of clients and Key.