Customer Service Specialist- Consumer Banking

KeyBank • Amherst, NY

17d • $18 - $23 • Hybrid

About The Position

As a Customer Service Specialist, you’ll serve as the voice of KeyBank – working as a problem solver for our clients. This is a high energy, fast-paced call center role with unlimited opportunity to learn, grow and work with a talented and supportive team. If you like helping others and feel rewarded by making someone’s day a little better, this is the role for you. The ability to empathize, stay calm and not take client frustration personal are traits that are especially successful in this role.

Requirements

• High school diploma/GED required
• Minimum 1 year client service experience
• Demonstrated success in problem resolution, multi-tasking and attention to detail
• Flexibility, empathy, and patience to work in a fast-paced, high-volume call center
• Ability to read and follow call center “scripts” when handling different scenarios
• Advanced computer skills and working knowledge of how to navigate multiple screens and software, web browsers, websites and mobile applications while speaking to clients
• Must operate seamlessly across voice, chat, messaging, and asynchronous channels, adapting communication style to each experience
• Must demonstrate the ability to use AI and digital tools as thinking partners—prompting effectively, validating outputs, and applying judgment without over-relying on automation
• Must be able to learn new systems, tools, and workflows quickly as technology and client expectations evolve
• Ability to apply policy with sound judgment and reasoning
• Must demonstrate strong listening skills and emotional intelligence to build trust, de-escalate concerns, and deliver personalized client experiences
• Must communicate clearly and confidently in high-pressure or ambiguous situations, guiding clients with transparency and ownership
• Must demonstrate accountability for decisions and outcomes, using available tools and resources to resolve issues end-to-end
• Must exhibit a growth mindset—actively seeking feedback, coaching, and continuous development
• Must balance efficiency with experience by reducing administrative friction and maintaining strong presence with the client
• Schedule flexibility – The hours for the position can change based on business need. In addition, there is a shift bid process for all Teammates that occurs two times (performance-based schedule options) per year which could result in a schedule change
• Must reside in the geographic region of Amherst, NY
• Hard-wired high-speed internet speed - Minimum of 50 MBPS download
• Dedicated home office space
• Distraction and noise free background – we want clients to have the same professional experience that they would have speaking to a Teammate working onsite

Nice To Haves

• Associate’s or Bachelor’s strongly preferred
• 2+ years client service experience in a high volume contact center environment in a highly regulated industry such as banking, insurance, technical support, or healthcare
• Previous experience working in a remote/ work from home environment

Responsibilities

• Embody a strong client experience culture, being present with every client and teammate and realizing the impact we can have on their day, personally, professionally, and financially
• Receive inbound calls from consumer clients in fast paced environment (in some cases, taking back-to-back calls)
• Answer client questions, problem solving, educating, de-escalating dissatisfied clients, and making suggestions that help deliver our Moments Matter culture
• Provide technical support for Key’s online products and services (PC, mobile, and tablets)
• Collaborate with a wide range of Key Teammates to help solve client challenges
• Ability to navigate multiple screens and software while speaking to clients effectively over the phone free of distractions and background noise (similar to being in the office)
• Comply with all KeyBank policies and procedures, always acting professionally, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key’s clients and KeyBank

Benefits

• 401(k) matching (dollar-for-dollar up to 7%)
• generous PTO
• fitness reimbursement
• tuition reimbursement
• Paid job training
• access to a library of specialized professional development and training courses
• Shift differentials available
• Performance-based rewards

What This Job Offers

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