Customer Service Specialist- Consumer Banking

KeyBank•Amherst, NY

10h•$18 - $23•Hybrid

About The Position

KeyBank is hiring a Customer Service Specialist for its Consumer Banking team. The position is based in the geographic region of Amherst, New York. Training takes place onsite at the Amherst office for at least the first three months. After training, various shifts are available, including shifts that require working every Saturday and Sunday or every Saturday; other shifts require working at least every other Saturday or Sunday. Additional compensation is offered for Weekend Warrior and Saturday Squad shifts. Schedules may vary according to business needs, and regular, predictable attendance is essential. The role is a fast-paced, high-energy call center position serving as the voice of KeyBank and helping consumer clients resolve problems. Specialists handle client questions, provide technical support for online banking products and services, and work with teammates to address client challenges. The role requires effective communication across voice, chat, messaging, and asynchronous channels, as well as navigating multiple screens and software while maintaining a focused, professional client interaction. The position begins January 11, 2027. It is an evergreen posting, and applications may be considered for future openings even when there is no immediate vacancy. The role is eligible for a base hourly rate of $18.00 to $23.08, with placement depending on factors including skills, experience, and geographic location. Key prioritizes in-office presence while offering flexible options when work can be performed effectively in a mobile environment.

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 to work 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 operate across voice, chat, messaging, and asynchronous channels and adapt communication style to each.
Ability to use AI and digital tools as thinking partners by prompting effectively, validating outputs, and applying judgment.
Ability to learn new systems, tools, and workflows quickly as technology and client expectations evolve.
Ability to apply policy with sound judgment and reasoning.
Strong listening skills and emotional intelligence to build trust, de-escalate concerns, and deliver personalized client experiences.
Ability to communicate clearly and confidently in high-pressure or ambiguous situations, guiding clients with transparency and ownership.
Accountability for decisions and outcomes, using available tools and resources to resolve issues end-to-end.
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 performance-based shift bid takes place twice per year and may result in schedule changes.
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.
Must reside in the geographic region of Amherst, New York.

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

Deliver a strong client experience by being present with clients and teammates and recognizing the impact of interactions on clients.
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 dissatisfied clients, and make suggestions that support the bank’s client-service culture.
Provide technical support for Key’s online products and services on PCs, mobile devices, and tablets.
Collaborate with Key teammates to help resolve client challenges.
Navigate multiple screens and software while speaking with clients effectively by phone, without distractions or background noise.
Comply with KeyBank policies and procedures, conduct business ethically and professionally, avoid conflicts of interest, and act in the best interests of clients and KeyBank.
Communicate across voice, chat, messaging, and asynchronous channels, adapting communication to each interaction.
Use AI and digital tools thoughtfully, validate their outputs, and apply judgment without over-relying on automation.
Take accountability for decisions and outcomes and use available tools and resources to resolve issues end-to-end.
Seek feedback, coaching, and continuous development while balancing efficiency with a strong client experience.