Commercial Banking Contact Center Specialist II

KeyBank•Brooklyn, OH

8d•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 client interactions that build trust and long-term relationships. It provides inbound call and chat support, product and digital-tool education, and first-line technical assistance with online banking, connectivity, enrollment, system navigation, browsers, cellular phones, computers, and operating systems. The specialist documents interactions, collaborates on complex cases, stays current on product and compliance updates, and contributes to team knowledge and goals. The position requires on-site training at 4910 Tiedeman Road, Brooklyn, Ohio, for five months, beginning January 19, 2027. Training is Monday through Friday, 8 a.m. to 5 p.m. EST. After training, coaching, and development requirements are completed, the position is designated fully remote. Post-training shifts are Monday through Friday, within a full-time scheduling range of 9 a.m. to 9 p.m. EST. Schedules may vary according to business 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 intended to build a pipeline of qualified candidates for future openings. The role is eligible for a base hourly rate of $18.75 to $25.00; placement in the range may depend on skills, experience, and geographic location. Benefits eligibility is referenced in the posting, but specific benefits are not listed.

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 professionally handle inquiries, resolve issues, and build client relationships in a call center setting.
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 solutions to complex issues.
Ability to remain flexible, empathetic, and patient in a dynamic call center environment.
Willingness to learn and understand technological tools and solutions.
Ability to read and follow call center scripts.
Ability to communicate information clearly and professionally and collaborate effectively.
Ability to meet the stated physical demands, including prolonged sitting, frequent PC or laptop use, communication with clients and teammates, and occasional lifting, pushing, or pulling of computer or backpack bags weighing up to 10 lbs.
Availability to work Monday through Friday, with post-training schedules falling between 9 a.m. and 9 p.m. EST; timely and regular attendance is essential.
Availability for five months of on-site training in Brooklyn, Ohio, beginning January 19, 2027.

Nice To Haves

Associate or bachelor’s degree preferred.

Responsibilities

Deliver professional, empathetic, and efficient client experiences through inbound calls and chats.
Build client rapport by listening actively, identifying needs, and resolving inquiries accurately and thoughtfully.
Educate clients on 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, particularly 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 and comply with KeyBank policies and procedures, including ethical conduct and acting in clients’ and Key’s best interests.