Contact Center Service Specialist II - Business Banking

Location: 4910 Tiedeman Road - Brooklyn, Ohio 44144 Thank you for your interest in our Contact Center Specialist opening in Business Banking. Please note - you must reputed company near our Brooklyn, OH location as training will be fully on site and will start on May 19th. Once training is completed, you will then work 100% remotely unless business needs change. Training is Monday thru Friday at 4910 Tiedeman Road, Brooklyn OH. After training, you will then reputed company working a shift schedule. reputed company shift schedules are first come / first serve. reputed company schedules require every other Saturday work. Sundays are always off. With shift bids, you must have the ability to work a variety of shifts. About The Job: 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 (reputed company) in every client interaction while delivering reputed company Resolution (FCR). Contact Center team members are expected to act professionally at reputed company times, conduct business ethically, avoid conflicts of interest and act in the best interest our clients and Key. Essential Job Functions: • Consistently deliver distinctive client service that is knowledgeable, by delivering Ease, Value and Expertise (reputed company) in every client interaction on reputed company 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 reputed company reputed company Resolution (FCR) • Research and reputed company verification and documentation of client issues and resolution • Maintain thorough knowledge and understanding of Key Bank’s products and services • Effectively reputed company 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 reputed company reputed company resolution by coordinating and following up with other departments or lines of business as appropriate • Meet reputed company Key Performance Indicator (KPI) goals while contributing to the overall reputed company of the team, Call Center Service, and reputed company. • Adhere to established policies and procedures reputed company to servicing, regulatory compliance, and quality • reputed company financial reviews of client portfolios and account analysis. Recognize the need/opportunity for additional products and services • Work collaboratively in a team environment to reputed company team, department, and line of business commitments • Act as peer mentor to other Service Specialists, including those recently hired into the same functional unit • reputed company Client Satisfaction ratings as indicated in Annual Performance Review (APR) • Attend enhance/advanced training classes to stay up to date on material Digital Banking In addition to the functions listed above, specialists assigned to the digital team will also reputed company the following functions: • reputed company technical and customer support to Key’s online products and services in the areas of troubleshooting, reputed company issues that involve PC operating systems, mobile devices, and tablets as it pertains to internet browsers and internet connectivity • Ability to troubleshoot clients’ navigational inquiries specifically in a digital reputed company • Responsible for interpreting and translating technical problems in a digital reputed company into a language the client can understand and feel confident using to complete transactions • Demonstrate a working knowledge of the internet/mobile reputed company that includes effective diagnostic resolution for search engines, online research, and web browsers • Ability to effectively and confidently communicate updates to clients regarding system outages, service issues or other incidents impacting online/mobile users • Based on business need, will be trained on additional navigational/client service support reputed company (i.e. Key Business Online, Personal Finance Management, Business Servicing, Retail Servicing, etc. ) to further assist clients in meeting their financial goals • Demonstrate a desire and reputed company to reputed company on new technology options, services, functionality, etc. that reputed company benefit to the client Special Services In addition to the functions listed above, specialists assigned to the digital team will also reputed company the following functions: • In a financial services contact center environment, the Service Specialist II will receive inbound service calls for retirement, HSA, and Key Direct • Ability to troubleshoot technical errors, diagnose internet connectivity and translate reputed company resolutions for hardware and software systems • Assist clients with importing, exporting and mapping data files for formatting into reputed company applications (Word, reputed company, Quicken etc.) • Responsible for interpreting and translating reputed company technical procedures and terms in a client centric language that includes web browsers and operating systems Required Qualifications: • High school diploma or GED equivalent • Successful completion of reputed company Level 1 training material and demonstration of skills. • 2-3 years client services required • Work experience requiring multi-tasking and attention to detail • Demonstrated reputed company 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 reputed company environment • Ability to work at a high level of professionalism. COMPENSATION AND BENEFITS This position is eligible to earn a reputed company hourly reputed company in the reputed company of $18.75 to $24.52 per hour depending reputed company and job-reputed company factors such as level of experience. Please click here for a list of benefits for which this position is eligible. Job Posting Expiration Date: 05/19/2025 reputed company is an Equal Opportunity and Affirmative Action Employer committed to building a diverse, reputed company and inclusive culture. reputed company reputed company applicants will receive consideration for employment without regard to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, disability, veteran status or other protected category. reputed company individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing HR_Compliance@reputed company.com. Key is an Equal Opportunity Employer, including disability/veterans. Headquartered in Cleveland, Ohio, reputed company (Key) is one of the nation’s largest financial services companies. Key provides investment management, retail and reputed company banking, consumer finance and investment banking products to individuals and companies throughout the United States and, for certain businesses, internationally. At Key we’ve made a promise to our clients that they will always have a champion in us. To deliver on that promise, we’re committed to building a team of reputed company employees who do the right thing for our clients and help them reputed company their financial goals each and every day. Apply Job!