AnswerBank Rep I in Lockport, NY at Key Bank- Corporate

Date Posted: 6/28/2018

Job Snapshot

Job Description

ABOUT THE JOB (JOB BRIEF)
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.


ESSENTIAL JOB FUNCTIONS
  • 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 need assistance 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.


REQUIRED QUALIFICATIONS

  • 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
  • Demonstrated success in effectively communicating with clients and coworkers at multiple levels within an organization
  • High school diploma or GED equivalency

COMPETENCIES
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.


ABOUT KEY:
KeyCorp's roots trace back 190 years to Albany, New York. Headquartered in Cleveland, Ohio, Key is one of the nation's largest bank-based financial services companies, with assets of approximately $134.5 billion at March 31, 2017. Key provides deposit, lending, cash management, insurance, and investment services to individuals and businesses in 15 states under the name KeyBank National Association through a network of more than 1,200 branches and more than 1,500 ATMs. Key also provides a broad range of sophisticated corporate and investment banking products, such as merger and acquisition advice, public and private debt and equity, syndications, and derivatives to middle market companies in selected industries throughout the United States under the KeyBanc Capital Markets trade name. KeyBank is Member FDIC.

ABOUT THE BUSINESS:
Key Community Bank serves individuals and small to midsized businesses from Maine to Alaska through our 15-state network of over 1,200 branches, 1,500 ATMs, telephone banking and robust online and mobile platforms. KeyBank’s Consumer/Business Banking segment provides consumers and small business owners with straightforward banking solutions and personal finance expertise that helps them make confident financial decisions today and plan for tomorrow. Key Private Bank offers wealth planning that follows a consistent, disciplined approach guided by objective advice based on each unique situation. KeyBank Commercial Bank offers midsize business financial services that drive growth and profitability and help business owners identify new opportunities with products and services including deposit, cash management, investment services, commercial lending, equipment leasing, and asset-based lending.

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.

JobID: 30075BR

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