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 trust and resolution for KeyBank's consumer clients
Domain
Consumer Banking / Financial Services
Deliverable
client delivery
Required skills
problem resolution, multi-tasking, empathy, patience, script adherence, advanced computer skills, cross-channel communication, AI tool usage, policy application, emotional intelligence, clear communication, accountability, growth mindset
Preferred skills
associate's or bachelor's degree, 2+ years in high-volume contact center (banking/insurance/tech support/healthcare), remote work experience
Technologies
PC, mobile, tablets, web browsers, mobile applications, AI and digital tools
Responsibilities
Receive inbound calls from consumer clients, answer client questions and provide technical support, de-escalate dissatisfied clients, navigate multiple screens and software while speaking to clients, comply with KeyBank policies and procedures
Seniority
Entry-level to Junior, hands-on IC