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Commercial Banking Contact Center Specialist in Cleveland, OH at KeyBank

Date Posted: 2/23/2021

Job Snapshot

Job Description


In a financial services contact center environment, the Customer Service Specialist II will receive inbound service calls, from Commercial or Business clients. While interacting with clients, the Customer Service Specialist II will answer inquiries, resolve issues, and respond to client needs, The Customer Service Specialist II may support multiple online platforms such as KeyNavigator.

  • Consistently deliver distinctive client service that is knowledgeable, empathetic, patient, prompt, and courteous
  • Build rapport and strengthen client relationships while 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 Key Bank’s products and services
  • Knowledgeably respond to and overcome client objections
  • Act as liaison for our clients to provide first call resolution by coordinating and following up with other departments or lines of business as appropriate
  • Meet accuracy, efficiency and sales (where applicable) goals while contributing to the overall success of the team, Call Center Service, and KeyBank.
  • Adhere to established policies and procedures related to servicing, regulatory compliance, quality, and client contact strategy
  • Work collaboratively in a team environment to achieve team, department, and line of business commitments
  • Act as peer mentor to other Service Specialists, including those recently hired into the same functional unit

Additional responsibilities for Business Banking
• Ability to troubleshoot technical errors, diagnose internet connectivity and translate complex resolutions for hardware and software systems
• Assist clients with importing, exporting and mapping data files for formatting into Microsoft applications (Word, Excel, Quicken etc.)
• Responsible for interpreting and translating complex technical procedures and terms in a client centric language that includes web browsers and operating systems


• High school diploma or GED equivalency
• 2-3 years client services and/or sales experience required
• 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, and high pressure environment
• Strong interpersonal and written communication skills
• Computer proficiency with knowledge and experience in Windows environment
• Ability to lift 10 lbs

Due to the ongoing pandemic, the work location for this role will be work from home on a temporary basis and may either remain home-based or will be based out of Key’s (insert location address) location in the future. Work from home would require a quiet dedicated workspace, hard wired high speed internet, and a space free of distractions. Eligible candidates must have the ability to travel to the (insert location) location either on an as-needed basis or on every workday, as required. Key is continuing to assess the situation and will keep our employees and customers top of mind.


KeyCorp is an Equal Opportunity and Affirmative Action Employer Min/Fem/Vet/Disabled


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