Customer Service Consumer Banking- R-42581

ManpowerGroup WorkMyWay•Amherst, NY

3d•Hybrid

About The Position

The Customer Service Specialist serves as the voice of KeyBank, helping consumer clients resolve problems and understand the bank’s products and services in a fast-paced contact center. The role handles inbound client calls, provides technical support for online products, and collaborates with other Key teammates to resolve client challenges. Specialists are expected to create a positive, personalized client experience, remain composed when handling frustrated clients, and work across multiple screens, software, and communication channels. The position is based in the Amherst, New York geographic region. Training is onsite at 4224 Ridge Lea Road for at least the first three months, Monday through Friday, 8:00 a.m. to 5:00 p.m. ET. After training, multiple shifts are available. Some shifts require every Saturday and Sunday, some require every Saturday, and all other shifts require at least every other Saturday or Sunday. Schedules may vary according to business needs and are generally communicated at least 30 days in advance when possible. Schedule preferences may be solicited, but coverage assignments are determined by operational requirements. Regular, predictable attendance is essential. The job begins January 11, 2027. The posting describes the work style as hybrid. For mobile work, employees need hard-wired high-speed internet with a minimum 50 Mbps download speed, a dedicated home office, and a distraction- and noise-free background.

Requirements

High school diploma or GED.
At least 1 year of client service experience.
Demonstrated success in problem resolution, multitasking, and attention to detail.
Flexibility, empathy, and patience in a fast-paced, high-volume call center.
Ability to read and follow call center scripts for different scenarios.
Advanced computer skills and working knowledge of navigating multiple screens, software, web browsers, websites, and mobile applications while speaking with clients.
Ability to use AI and digital tools as thinking partners, prompt effectively, validate outputs, and apply judgment without over-relying on automation.
Ability to learn new systems, tools, and workflows quickly.
Ability to apply policy using sound judgment and reasoning.
Strong listening skills and emotional intelligence to build trust, de-escalate concerns, and provide personalized client experiences.
Ability to communicate clearly and confidently in high-pressure or ambiguous situations, guiding clients with transparency and ownership.
Growth mindset and willingness to seek feedback, coaching, and continuous development.
Ability to balance efficiency with client experience by reducing administrative friction and maintaining a strong presence with the client.
Schedule flexibility; hours may change based on business needs, and a shift-bid process occurs twice a year and may result in a schedule change.
Must reside in the geographic region of Amherst, New York.
For mobile work: hard-wired internet with at least 50 Mbps download speed, a dedicated home office, and a distraction- and noise-free background.

Nice To Haves

Associate’s or bachelor’s degree.
At least 2 years of client service experience in a high-volume contact center in a regulated industry such as banking, insurance, technical support, or healthcare.
Previous experience working remotely or from home.

Responsibilities

Provide a strong client experience by being present and attentive with clients and teammates.
Receive inbound calls from consumer clients in a fast-paced environment, sometimes handling back-to-back calls.
Answer client questions, resolve problems, educate clients, de-escalate dissatisfaction, and make helpful suggestions.
Provide technical support for Key’s online products and services on PC, mobile, and tablet devices.
Collaborate with Key teammates to resolve client challenges.
Navigate multiple screens and software while speaking effectively with clients by phone, without distractions or background noise.
Follow KeyBank policies and procedures, act professionally and ethically, avoid conflicts of interest, and act in clients’ and KeyBank’s best interests.
Work across voice, chat, messaging, and asynchronous communication channels, adapting communication to each experience.
Use available tools and resources to resolve issues end-to-end and take accountability for decisions and outcomes.