Customer Service Specialist- Consumer Banking
Core
Serve as the voice of KeyBank by handling inbound calls, providing technical support for online products, and resolving client issues across voice, chat, and messaging channels.
Role type
Customer Service Specialist (Consumer Banking)
Builds
Client support and resolution for KeyBank's consumer banking products and services
Domain
Consumer Banking / Financial Services
Deliverable
client delivery
Required skills
problem resolution, multi-tasking, attention to detail, empathy, patience, script adherence, advanced computer skills, navigating multiple screens/software, operating across voice/chat/messaging channels, using AI and digital tools as thinking partners, learning new systems quickly, policy application with judgment, listening skills, emotional intelligence, clear communication in high-pressure situations, accountability, growth mindset
Preferred skills
Associate's or Bachelor's degree, 2+ years client service experience in high-volume contact center (banking/insurance/tech support/healthcare), remote work experience
Technologies
PC, mobile, tablets, web browsers, websites, mobile applications, AI and digital tools
Responsibilities
Receive inbound calls from consumer clients, answer client questions and provide technical support for online products, de-escalate dissatisfied clients, collaborate with teammates to solve client challenges, navigate multiple screens and software while speaking to clients, comply with KeyBank policies and procedures
Seniority
Individual Contributor
