Business Banking Contact Center Specialist II

Job Description

Job Description

Location: 4910 Tiedeman Road, Brooklyn, OH

Start Date: October 5

Training Schedule: Monday through Friday, 8:00 AM to 5:00 PM EST

Work Schedule After Training:

This is a full-time position requiring availability Monday through Saturday, with every other Saturday required. Shifts may vary between 10:00 AM and 9:00 PM EST.

The role begins with four months of on-site training to ensure you have the tools, knowledge, and support needed for success. After successfully completing all training, coaching, and development requirements, the position will transition to fully remote.

About the Role:

Are you someone who enjoys helping others, solving problems, and learning new technology? We're looking for a customer-focused Inbound Customer Service Specialist to support our business banking clients with their questions, service needs, and online banking experiences.

In this role, you'll be the first point of contact for our clients, helping them navigate banking products, digital tools, and technical issues while delivering an exceptional customer experience. Every interaction is an opportunity to build trust, strengthen relationships, and make a positive impact on our clients' businesses.

What You'll Do:

• Deliver outstanding service through inbound phone and chat interactions with professionalism, empathy, and efficiency.
• Build strong client relationships by actively listening, understanding needs, and providing accurate solutions.
• Guide clients through product features, service options, and digital banking tools that help simplify their day-to-day operations.
• Provide first-level technical support for online banking platforms, including:
  • System navigation assistance.
  • Enrollment support.
  • Connectivity troubleshooting.
  • Browser-related issues.
• Explain technical concepts in a way that is easy for clients to understand.
• Use critical thinking and problem-solving skills to resolve client concerns, particularly those involving online banking, mobile devices, computers, and operating systems.
• Partner with internal teams to ensure complex issues are resolved efficiently and clients receive timely follow-up.
• Accurately document client interactions and resolutions within company systems while meeting compliance and service standards.
• Stay informed on updates to products, services, systems, and regulatory requirements.
• Support a collaborative team environment by sharing knowledge, assisting colleagues, and contributing to team success.
• Perform additional responsibilities as needed.
• Follow all KeyBank policies and procedures while maintaining the highest standards of professionalism and integrity.

What We're Looking For:

Education:

• High school diploma or equivalent required.
• Associate's or Bachelor's degree preferred.

Experience:

• Minimum of 2 years of experience in customer service, technical support, financial services, or a related field
• Proven ability to troubleshoot problems and successfully resolve customer concerns
• Experience working in a fast-paced, high-volume environment where balancing quality and efficiency is essential

Skills for Success:

• Customer Focus: You enjoy helping people and can build rapport quickly through phone, chat, and written communication.
• Technical Troubleshooting: You are comfortable learning new systems and can help clients resolve technical issues while clearly explaining next steps.
• Problem Solving: You can evaluate situations, identify root causes, and determine effective solutions while maintaining a positive client experience.
• Multi-System Navigation: You can confidently work across multiple applications, websites, browsers, and internal systems at the same time.
• Adaptability: You remain patient, flexible, and empathetic while managing changing priorities and diverse client needs.
• Curiosity and Continuous Learning: You enjoy learning new technology and are motivated to expand your knowledge and skills.
• Communication Excellence: You communicate clearly, professionally, and confidently, ensuring clients feel informed and supported throughout every interaction.
• Script Adherence: You understand the importance of following established processes and scripts to deliver consistent, compliant service.
• Relationship Building and Storytelling: You know how to create meaningful conversations that build trust, influence positive outcomes, and strengthen client relationships.

Physical Requirements

This position requires:

• Prolonged periods of sitting.
• Frequent use of a computer and telephone.
• In-person and virtual communication with clients and team members.
• Occasional lifting, pushing, or pulling of items such as backpacks and laptop bags weighing up to 10 pounds.

Why Join Us?

You'll have the opportunity to build valuable technical and customer service skills while supporting business clients who depend on our solutions every day. If you're naturally curious, enjoy solving problems, and want to be part of a collaborative team that values relationship-building and exceptional service, we'd love to hear from you.