Contact Center Representative - Consumer Banking

KeyBank • Buffalo, NY

3d

About The Position

KeyBank is seeking a customer-focused Contact Center Representative to join its fast-paced consumer banking call center. The role handles a high volume of inbound calls, often back-to-back throughout the day, and provides support for banking products and services, including online and mobile banking. Representatives navigate multiple systems while speaking with customers, document interactions accurately, follow company policies, and work with internal teams to resolve client issues. They are expected to professionally manage challenging situations and deliver strong customer experiences.

The position requires residence in the Amherst, New York area, and training is onsite for a minimum of three months. Remote work requires hardwired high-speed internet of at least 50 Mbps, a dedicated home office, and a quiet, professional work environment. Schedules may vary to meet operational coverage needs and are generally communicated at least 30 days in advance when possible. Employees may be able to express schedule preferences, but schedules are determined by business needs. Timeliness and regular, predictable attendance are essential to meeting customer responsiveness and service-level commitments.

The anticipated start date is January 11th; no year is specified.

Requirements

• Must reside in the Amherst, New York location; training is onsite for a minimum of three months.
• At least one year of customer service or call center experience.
• High school diploma or GED.
• Strong communication and problem-solving skills.
• Ability to multitask and work in a fast-paced environment.
• Comfort using multiple computer systems and technology.
• Flexible schedule availability.
• For remote work: hardwired high-speed internet of at least 50 Mbps, dedicated home office space, and a quiet, professional work environment.

Nice To Haves

• At least two years of previous call center experience.
• Remote or work-from-home experience.

Responsibilities

• Answer inbound customer service calls in a high-volume call center, including back-to-back calls throughout the day.
• Resolve customer inquiries about banking products and services.
• Professionally de-escalate and manage challenging customer situations.
• Provide support for online and mobile banking platforms.
• Navigate multiple systems while speaking with customers.
• Maintain accurate documentation and follow company policies.
• Collaborate with internal teams to resolve client issues.

Benefits

• Competitive pay.
• 401(k).
• Paid time off.
• Tuition reimbursement.
• Fitness reimbursement.
• Paid training and career development.
• Shift differentials and performance incentives.

What This Job Offers

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