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AnswerBank Rep I in Lockport, NY at KeyBank

Date Posted: 1/13/2021

Job Snapshot

  • Employee Type:
  • Location:
    6950 South Transit Road
    Lockport, NY
  • Date Posted:

Job Description


The following Job Description format is required to ensure compliance with employment regulations including but not limited to the Americans With Disabilities Act, Title VII and Executive Order 11246.

JOB TITLE: AnswerBank Rep I
Grade/Benefit Designator: 19
Job Code: 107079

As part of Branch Operations & Support, the AnswerBank Representative will utilize call center environment tools to receive inbound phone calls and emails from internal clients such as district leaders and branches. The AnswerBank Representative will advise on escalated, out of the ordinary, branch policy and procedure questions along with supporting the field for complex and/or high risk items. The AnswerBank Representative will coach the callers to be self sufficient whenever possible and is also responsible for accurately logging the interaction and using the tools provided to them. AnswerBank Representatives, will need to have the ability to work flexible hours, which may include rotating Saturdays and evenings to support hours of operation.

• Support retail management with policy and procedure support.
• Consistently deliver distinctive client service via phone and email that is knowledgeable, empathetic, patient, prompt, and courteous
• Build rapport and strengthen client relationships while servicing client needs
• Research and provide guidance on escalated, out of the ordinary situations that can not be answered by using available resources.
• Support branch personnel and other lines of businesses as needed on complex navigation for high risk functions.
• Support as needed complex and high risk functions from lines of business outside of retail
• Support as needed, any initiatives that require additional support from segment or other partners.
• Escalate questions, inquiries, etc. to Team Specialists, following established guidelines, when further assistance is needed.
• Maintain highly proficient and comprehensive knowledge and understanding of Key Bank’s products, services, bank systems (Key Counselor, Teller21), online procedure manuals,(e-docs), bank campaigns, initiatives, etc.
• Possess and maintain an understanding of branch operating policies and procedures.
• Act as peer mentor to other Banking Specialists, including those recently hired into the same functional unit
• Act as liaison for our internal clients to provide resolution by coordinating and following up with other areas, as appropriate
• Adhere to established policies and procedures related to servicing, regulatory compliance, quality.
• Work collaboratively in a team, call center environment, to achieve team, department and line of business commitments and goals.
• Ability to identify when callers needassistance from another business unit and redirect accordingly (for example: Help Desk, CE Desktop)
• Identify and submit online policy and procedure feedback when gaps or incorrect information is uncovered.


• 2-3 years client services experience
• Experience working in a bank branch strongly preferred.
• Experience working in a call center strongly preferred.
• Work experience requiring multi-tasking and attention to detail
• Demonstrated success in problem solving and resolving client issues/concerns
• Ability to work in a fast paced, high volume, high pressure and structured environment
• Strong interpersonal and written communication skills
• Computer proficiency with knowledge and experience in Windows environment
• Deomonstrated success in effectively communicating with clients and cowokers at multiple levels within an organization
• High school diploma or GED equivalency

Composure: Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn’t show frustration when resisted or blocked; is a settling influence in a crisis.
Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with and gains their trust and respect.

Interpersonal Savvy: Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.

Listening: Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees.

Problem Solving: Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers.

Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues for improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.

COVERED EMPLOYEE DETERMINATION (This language is NOT to be posted – but a selection is needed for reference in administration of the Job Code)
The requirements for Covered Employees are specified by the "Regulatory Guidance on Sound Incentive Compensation Policies".
Answer the questions below to determine if the position is ‘covered’ or ‘not covered’. If the answer to any of the following questions is “YES”, then the job is considered ‘covered’ under the Sound Compensation guidance by the Fed.
Senior Executive
Is this a Senior Executive role?
Senior Executives are, at a minimum, "executive officers" within the meaning of the Federal Reserve's Regulation O (see 12CFR 215.2(e)(1)) and, for publicly traded companies, "named executive officers" within the meaning of the Securities and Exchange Commission's rules on disclosure of executive compensation (see 17 CFR 229.402(a)(3)) 0 YES xNO

Primary Influencer
Is this a Strategic role? 0 YES x NO

Will the role have the ability to influence strategy, policy, procedures and practices? 0 YES x NO

Will the role have the authority to exercise discretion and/or approve exceptions? 0 YES x NO

Will the role/employee be included in Executive Council? 0 YES x NO

Manager of Revenue Producing area
Is the role for a LOB/Business unit head in significant revenue producing areas? 0 YES x NO

Will the role have critical decision making authority in significant revenue producing areas? 0 YES x NO

Revenue Producer
Will the role have revenue generation responsibilities? 0 YES x NO

Will the role have production goals? If Yes, what is the range? 0 YES x NO

Will the role have decision making authority in significant revenue producing areas? 0 YES x NO

Will the rol


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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