Customer Service Specialist- Consumer Banking

KeyBank•Amherst, NY

7d•Hybrid

About The Position

The Customer Service Specialist serves as the voice of KeyBank, helping consumer banking clients resolve problems and understand the bank’s products and services. This is a fast-paced, high-volume contact center role involving inbound calls and, as needed, communication through chat, messaging, and asynchronous channels. Specialists answer questions, educate clients, de-escalate concerns, provide technical support for online products, and collaborate with teammates to resolve client challenges. The role calls for empathy, patience, clear communication, sound judgment, accountability, and the ability to balance efficient case handling with a personalized client experience. The position is based in the Amherst, New York region. Training takes place onsite at 4224 Ridge Lea Road for at least the first three months. After training, available schedules vary and may include weekend shifts; schedules may change based on business needs and a twice-yearly shift-bid process. The position may be performed in a mobile environment when applicable, subject to hard-wired high-speed internet and a dedicated, quiet home office. The role is scheduled to begin January 11, 2027. This is an evergreen posting that accepts applications for current and future openings.

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 learn new systems, tools, and workflows quickly.
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.
Accountability for decisions and outcomes, with the ability to resolve issues end-to-end.
Growth mindset and willingness to seek feedback, coaching, and continuous development.
Ability to balance efficiency with a strong client experience.
Schedule flexibility; hours may change based on business needs, and a twice-yearly shift-bid process may result in a schedule change.
Must reside in the geographic region of Amherst, New York.
For mobile work: hard-wired high-speed 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 and be present and engaged with clients and teammates.
Receive inbound calls from consumer clients in a fast-paced environment, sometimes handling back-to-back calls.
Answer client questions, solve problems, educate clients, de-escalate dissatisfaction, and make suggestions consistent with the bank’s service culture.
Provide technical support for Key’s online products and services on PCs, mobile devices, and tablets.
Collaborate with Key teammates to resolve client challenges.
Navigate multiple screens and software while communicating effectively with clients over the phone, without distractions or background noise.
Work across voice, chat, messaging, and asynchronous channels, adapting communication style to each channel.
Use AI and digital tools thoughtfully, validate outputs, and apply independent judgment.
Apply policies with sound judgment, take ownership of decisions and outcomes, and resolve client issues using available tools and resources.
Comply with KeyBank policies and procedures, act professionally and ethically, avoid conflicts of interest, and act in clients’ and KeyBank’s best interests.
Meet schedule and attendance expectations and adapt to schedule changes based on business needs.