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Specialist (KeyNavigator Call Support) in Brooklyn, OH at Key Bank- Corporate

Date Posted: 6/29/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    4910 Tiedeman Road
    Brooklyn, OH
  • Date Posted:
    6/29/2020

Job Description

ABOUT THE JOB (JOB BRIEF)

This position is responsible for the call support, maintenance, tracking and escalation of KeyNavigator (KN) clients needing a reset/reissue of Login, Password, PIN or Digital Certificate. This position must ensure the accurate and timely performance of such tasks so as to provide a high standard of service for the customer. Execute Key’s know your customer and due diligence policies to detect and prevent fraudulent activity and financial loss to the bank. Partner with TM Sales and Fraud Department to identify clients with the potential for fraud.

ESSENTIAL JOB FUNCTIONS

■ Provide quality customer service when receiving client call requests and inquiries and support the customer service activity to ensure a consistent standard of service is maintained and provided for our clients.
■ Perform Know Your Customer questions and enhanced due diligence on all incoming client requests.
  • Update, maintain and analyze historical call database for excessive activity
  • Escalate excessive activity to sales and operations.
  • Proactively manage risk, escalate issues appropriately, and provide ideas and solutions to risk based problems.
  • Process requests from clients in a professional manner.
■ Maintain a professional working relationship with leaders and peers.
■ Consistently demonstrate the Key Values and adhere to the Service Quality standards.
■ Maintain established Service Level Agreements.

REQUIRED QUALIFICATIONS

■ High School diploma
■ 2 or more years of banking operations or related experience.
■ Minimum of 1 year in a role that interacts with a Line of Business or External Client.
■ Working knowledge of banking regulations and training such as: Fraud Awareness, KYC, AML, and Customer Due Diligence.
■ Excellent oral communication skills
■ Ability to perform duties effectively and accurately in a fast paced environment
■ Ability to interact effectively with other departments
■ Ability to maintain professional demeanor, provide coaching and education to clients

Please note typical work schedule will be 9:30 a.m. - 6:00 p.m. Monday - Friday and is subject to change based on business need.

PREFERRED QUALIFICATIONS

■ 3 or more years experience in a client service, operations, or call center environment
■ Associate’s degree in business or bank related field
■ Strong written communication skills
■ PC skills (i.e. Microsoft Office, Windows XP, Lotus Notes)
■ Experience in risk management
■ Working knowledge of KeyNavigator

COMPETENCIES/SKILLS


Communication: Communicates effectively, Listens actively, Questions effectively
Interpersonal Skills: Creates positive work climate, Fosters teamwork, Builds relationships
Personal Effectiveness: Creates positive work climate, Develops oneself, Seeks and accepts feedback, professional image
Leadership: Recommends process improvements and sees them through to implementation. Delivers an excellent client experience. Infectious work ethic focused on delivering results focused on mitigating risk.
Problem Solving/Decision Making: Simplifies, improves work processes, Participative problem solving
Sales/Service: Meets/exceeds client expectations
Functional Knowledge: Understands HR policy and procedures, Understands department policy and procedures
  • Risk Management: Actively own, monitor and escalate risk/fraud issues. Recommend procedural changes to reduce inherent risk.
EQUIPMENT/TECHNOLOGY USED

■ Personal Computer
■ Telephone
■ Facsimile machine
■ Copy machine
■ KN
■ HOGAN

TRAINING

■ On the job/shadowing supported by detailed procedures
■ Role Based Departmental (Classroom and CBT)

JOB LOCATION

■ Brooklyn Operation Center, 4910 Tiedeman

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.

42365BR

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