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,
https://www.laurelroad.com. We simplify the process for both borrowers and bankers, while increasing choices of products, improving tracking, and offering a positive banking experience.
POSITION SUMMARY: The Premium Care Customer Service Specialist
will assist in resolving internal and external client inquiries, account servicing, resolving customer issues. In addition, will be responsible for selling additional products and services. The Customer Care Coordinator will answer full range of customer inquiries regarding accounts, products or services by phone, e-mail, video, chat or social media.
ESSENTIAL FUNCTIONS AND Consistently deliver a high level of client service that demonstrates the core competencies of: knowledge, empathy, patience, promptness and courtesy
- Build rapport and strengthen client relationships through sales and servicing client needs with account inquiries, servicing needs, and issue resolution.
- Research and provide verification and documentation of client issues and resolution.
- Maintain thorough knowledge and understanding of Laurel Road products and services.
- Effectively educate clients on the features and benefits of Laurel Road products and services.
- Recognize client needs and opportunities to discuss additional or enhanced products and services.
- Demonstrated ability to respond to and overcome client objections.
- Responsible for identifying complex problems and review related information to develop and evaluate options and implement client focused solutions.
- Recognize and effectively act upon client retention opportunities.
- Act as a liaison for our clients to provide first call resolution by coordinating and following up with other departments or lines of business (LOB) as appropriate.
- Knowledgeably respond to and overcome client objections by offering solutions with options.
- Act as peer partner to other VIP Service Specialists including those recently hired
- Adheres to compliance procedures and internal/operational risk controls in accordance with any and all applicable regulatory standards, requirements, and policies.
REQUIRED KNOWLEDGE, SKILLS and ABILITIES: - High School Diploma or GED
- Customer service experience
- Must demonstrate strong listening skills.
- Ability to anticipate customer needs in order to accommodate them and provide an exceptional experience.
- Must possess a positive phone/video demeanor and superior written and verbal communication skills.
- Must have a service-oriented mindset and be capable of making every customer feel valued.
- Strong organizational skills and attention to detail.
- Possess a positive attitude and be willing to work as part of a team
FLSA STATUS:Non-Exempt
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.
45880BR
