Contact Center Service Specialist II - Business Banking

About the position

In a financial services contact center environment, the Service Specialist II will receive inbound service calls from retail consumer clients on deposit products, credit products, privileged accounts, employee accounts and judgement processing. While interacting with clients, the Service Specialist II will answer inquiries, resolve issues, respond to client needs, uncover and explore opportunities to have focused wellness conversations. The specialist will do this by delivering Ease, Value and Expertise (EVE) in every client interaction while delivering First Call Resolution (FCR). Contact Center team members are expected to act professionally at all times, conduct business ethically, avoid conflicts of interest and act in the best interest our clients and Key.

Responsibilities

• Consistently deliver distinctive client service that is knowledgeable, by delivering Ease, Value and Expertise (EVE) in every client interaction on all deposit, credit products, privileged accounts, employee accounts, and judgement processing
• Build rapport and strengthen client relationships while servicing client needs with account inquiries, servicing needs, and issue resolution via First Call Resolution (FCR)
• Research and provide verification and documentation of client issues and resolution
• Maintain thorough knowledge and understanding of Key Bank's products and services
• Effectively educate clients on the features and benefits of Key's products and services
• Identify financial wellness opportunities and transition the client to the Financial Wellness team
• Knowledgeably respond to and overcome client objections
• Recognize and effectively act upon client retention opportunities
• Act as liaison for our clients to provide first call resolution by coordinating and following up with other departments or lines of business as appropriate
• Meet all Key Performance Indicator (KPI) goals while contributing to the overall success of the team, Call Center Service, and KeyBank
• Adhere to established policies and procedures related to servicing, regulatory compliance, and quality
• Perform financial reviews of client portfolios and account analysis. Recognize the need/opportunity for additional products and services
• Work collaboratively in a team environment to achieve team, department, and line of business commitments
• Act as peer mentor to other Service Specialists, including those recently hired into the same functional unit
• Achieve Client Satisfaction ratings as indicated in Annual Performance Review (APR)
• Attend enhance/advanced training classes to stay up to date on material

Requirements

• High school diploma or GED equivalent
• Successful completion of all Level 1 training material and demonstration of skills
• 2-3 years client services required
• Work experience requiring multi-tasking and attention to detail
• Demonstrated success in problem solving and resolving client issues/concerns
• Ability to work in a fast paced, high volume, and high pressure environment
• Strong interpersonal, verbal and written communication skills
• Computer proficiency with knowledge and experience in Windows environment
• Ability to work at a high level of professionalism

Benefits

• Base hourly rate in the range of $18.75 to $24.52 per hour depending on location and job-related factors such as level of experience