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Premium Care Customer Service Leader - Laurel Road (Fintech) in Bridgeport, CT at KeyBank

Date Posted: 2/21/2021

Job Snapshot

  • Employee Type:
  • Location:
    855 East Main Street
    Bridgeport, CT
  • Date Posted:

Job Description

Laurel Road, a brand of Key Bank, is part of the expanding FinTech space: we offer Mortgages, Student Loans, and Personal Loans through a digital online experience, We simplify the process for both borrowers and bankers, while increasing choices of products, improving tracking, and offering a positive banking experience. POSITION SUMMARY:
This position will be responsible for managing a small team responsible for providing best in class service to support the growth of the National Digital Bank. The Leader will handle the day to day operation of the team and will work closely with management to ensure the specialists are operating at an optimal level. This position will be responsible for ensuring specialists listen to client needs and understand which products/services will work for best for the member throughout the relationships while providing an exceptional client experience. They will also be responsible for handling escalations, coaching, training and supporting the specialists to deliver exceptional service to our members. Additionally they will be responsible for creating a collaborative environment that requires accuracy multi-tasking and communicating in an efficient and effective manner.

  • Manages the day to day operations of the team including attendance, schedule adherence and departmental Service Level Agreements.
  • Participates and contributes in required meetings providing reports or feedback.
  • Motivates team and maintains a strong focus to drive optimal individual and team performance.
  • Identifies and leads process improvements to enhance the customer experience.
  • Recommends changes to call center workflows as needed.
  • Ensures any updates or communications are sent to team and procedures are updated.
  • Ensures team members are performing against established goals:
    • Gathers information and close on product sales for a suite of services demonstrating advanced skills and knowledge of Laurel Road products and benefits.
    • Identifies member events to provide integrated solutions on products and close on product sales that meet the members needs and facilitate the members financial security.
    • Empathizes with members and provide complex and/or integrated solutions to make it easy for members to acquire a Laurel Road product.
    • Responds to and complete member requests.
  • Identifies current performance gaps and works with cross functional teams to address any deficiencies.
  • Provides interval, daily, weekly and monthly reporting analytics for all contact center work.
  • Provides information on department and agent reporting to assist management in making operational decisions.
  • Develops recommendations to optimize performance. Makes appropriate suggestions on enhancements to management.
  • partners with various teams within the customer service organization in working towards achieving departmental quality goals.
  • Coordinates and collaborates efforts with training and quality to ensure development is in place.
  • Conducts Quality Monitoring on agents. Identifies training or performance issues.
  • Works with training & quality team and assists in developing all training materials and job aides.
  • Assists in writing policies and procedures.
  • Provides onsite support to employees in other departments during 2nd shift or weekend hours.
  • Adheres to compliance procedures and internal/operational risk controls in accordance with any and all applicable regulatory standards, requirements, and policies.

  • High school diploma or equivalent
  • Advanced knowledge and experience in contact center phone system and call flow technologies.
  • Excellent written and verbal communication skills.
  • Professional demeanor and a strong work ethic.
  • Four (4) Previous experience in financial services and/or experience working in a contact center.
  • Proactively anticipate and solve customer concerns.
  • Ability to multitask and re-prioritize tasks as required.
  • Proactive and enthusiastic.
  • Strong and Effective verbal and listening skills to provide courteous and professional customer service.
  • Strong ability to remain calm, courteous and professional when handling difficult calls and requests.
  • Strong ability to develop and maintain working knowledge of the organization’s products and services.
  • Self- motivated, resourceful, productive team member.
  • Must enjoy a fast paced, customer driven environment.
  • Ability to build positive relationship with customers and other team members.
  • Effective PC skills including electronic mail, intranet and industry standard applications.
  • Ability to learn and use additional applications as necessary.
  • Ability to use phone system effectively.
  • Strong product knowledge and ability to create Job aides and training materials.
  • Ability to multi-task and manage competing priorities.
  • Detail oriented with an ability to work in a fast-paced environment.
  • Ability to work and accomplish goals with minimal supervision.


KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to engaging a diverse workforce and 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, disability, or veteran status.


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