Business Banking Contact Center Specialist II
On-siteBrooklyn, Ohio, United States
Job Summary
Deliver outstanding service through inbound phone and chat interactions with business banking clients, guiding them through product features, service options, and digital banking tools. Provide first-level technical support for online banking platforms, including system navigation, enrollment, connectivity troubleshooting, and browser-related issues. Build strong client relationships by actively listening to needs and resolving concerns involving mobile devices, computers, and operating systems. Accurately document client interactions and resolutions within company systems while following all KeyBank policies and procedures. Complete four months of on-site training before transitioning to a fully remote role, with shifts available Monday through Saturday.
Required Qualifications
- High school diploma or equivalent
- 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
- Availability Monday through Saturday, with every other Saturday required
- Shifts between 10:00 AM and 9:00 PM EST
- Four months of on-site training
- 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
- Ability to follow all KeyBank policies and procedures while maintaining the highest standards of professionalism and integrity
- Understanding of the importance of following established processes and scripts to deliver consistent, compliant service
Desired Qualifications
- Associate's or Bachelor's degree
- 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
- Relationship Building and Storytelling: You know how to create meaningful conversations that build trust, influence positive outcomes, and strengthen client relationships
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