Job Description

Start Date: January 13th 

Location: Must reside in the geographic region of Amherst, NY.

Training will take place on site at: 4224 Ridge Lea Road Amherst, NY 14226.

Training: Training will take place in office for minimally the first 3 months. Once training is completed this will be a work from home opportunity. Training does begin on Day 1.

Schedule During Training: Monday- Friday from 8:00am-5:00pm ET.

Schedule After Training: There are various shift available for this role. 

• Weekend Warrior Shifts- working every Saturday and Sunday with 2 consecutive days off during the week.
• Saturday Squad Shifts- working every Saturday. Days off would be Sunday and one day during the week 
• Additional compensation offered for Weekend Warrior and Saturday Squad.
• All other shifts will require working at least every other Saturday or Sunday.

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:

• 1-2 years 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.

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.

About KeyBank:

Working at Key is an opportunity to join a company committed to your success and the success of the clients and communities we serve. We offer our teammates the skills, mentoring and training needed to meet their career goals and better serve our clients.

Job Tags

Full time, Work from home, Home office, Shift work, Sunday, Saturday, 2 days per week, 1 day per week, Monday to Friday, All shifts,

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