Customer Service Specialist- Consumer Banking

Customer Service Specialist

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. What You'll Get from This Opportunity:

• Competitive pay and unique benefits 401(k) matching (dollar-for-dollar up to 7%), generous PTO, fitness and tuition reimbursement and so much more.
• Valuable financial services experience. You'll learn the ins and outs of how the bank works and knowledge that translates to career advancement at Key.
• Paid job training and access to a library of specialized professional development and training courses.
• Shift differentials available.
• Performance-based rewards.
• Variety every day is different.

Essential Job Functions:

• Embodies 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.
• Receiving inbound calls from consumer clients in fast paced environment (in some cases, taking back-to-back calls)
• Answering client questions, problem solving, educating, de-escalating dissatisfied clients, and making suggestions that help deliver our Moments Matter culture.
• Providing technical support for Key's online products and services (PC, mobile, and tablets).
• Collaborating 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).
• Complies with all KeyBank policies and procedures, acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key's clients and KeyBank.

Required Qualifications:

• Minimum 1 year client service experience.
• High school diploma/GED.
• Demonstrated success in problem resolution, multi-tasking and attention to detail.
• Advanced computer skills and working knowledge of how to navigate multiple screens and software, web browsers, websites and mobile applications while speaking to clients.
• Strong interpersonal, verbal, and written communication skills.
• 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.
• 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 demonstrate the ability to use AI and digital tools as thinking partnersprompting effectively, validating outputs, and applying judgment without over-relying on automation.
• Must operate seamlessly across voice, chat, messaging, and asynchronous channels, adapting communication style to each experience.
• Must apply policy with sound judgment and reasoning, rather than relying on scripts or memorization alone.
• Must demonstrate strong listening skills and emotional intelligence to build trust, de-escalate concerns, and deliver personalized client experiences.
• Must be able to learn new systems, tools, and workflows quickly as technology and client expectations evolve.
• 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 mindsetactively seeking feedback, coaching, and continuous development.
• Must balance efficiency with experience by reducing administrative friction and maintaining strong presence with the client.

Preferred Qualifications:

• Previous experience working in a remote/ work from home environment.

Mobile Requirements:

• 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

What It's Like to Work with Us: At the KeyBank Contact Center, we are a diverse and engaged team that supports one another and always finds a way to have fun in the office and virtually. Our leaders have our backs and we share our knowledge for the good of the team. We work hard for our clients and are frequently rewarded for our efforts.

This is an evergreen posting. We continuously accept applications for this role to build a pipeline of qualified candidates for future openings. While there may not be an immediate vacancy, your application may be considered for upcoming opportunities aligned with this position.

COMPENSATION AND BENEFITS

This position is eligible to earn a base hourly rate in the range of $18.00 - $23.08 per hour. Placement within the pay range may differ based upon various factors, including but not limited to skills, experience and geographic location.

KeyCorp is an Equal Opportunity Employer committed to sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, pregnancy, disability, veteran status or any other characteristic protected by law.

Qualified 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 View email address on click.appcast.io.