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Contact Center Agent - Laurel Road (Student Loan Specialist) in Bridgeport, CT at Key Bank- Corporate

Date Posted: 5/2/2019

Job Snapshot

Job Description

ESSENTIAL JOB FUNCTIONS

• Answer calls, chats and e-mails from the Student Loan Specialist queue for the purpose of servicing calls from Service Specialists seeking assistance with client call de-escalation or questions pertaining to policies and procedures. Provide guidance, troubleshooting expertise and coaching to Service Specialists.
• Answer and take ownership of strategically routed service calls from the automated VRU system for the purpose of servicing and selling KeyBank’s wide range of products and services.
• Research and provide verification and documentation of client issues and resolution.
• Adhere to online policies and procedures, including but not limited to those related to regulatory compliance.
• Consistently deliver distinctive service, build rapport and strengthen client relationships by assisting internal and external clients with account servicing, inquiries, and problem solving utilizing Key’s defined servicing/sales call strategies.
• Required to maintain a good working knowledge of the various Contact Center Management System Tools to ensure service levels are met. The Service Specialist III maintains awareness of Contact Center customer service level goals on weekends and acts as a replacement in the absence of the Production Manager.
• Maintain a thorough knowledge and understanding of the organization and KeyBank’s products and services by utilizing Key’s online resources.
• Effectively recognize and act upon client retention opportunities.
• Multitask to proficiently navigate through various PC desktop applications and tools while managing a conversation with a client.
• Act as an effective team player that can work collaboratively to achieve team, department and line of business commitments.
• Provide floor support to Service Specialists and take client escalated calls as needed.
• May facilitate formalized education session on the functionalities of the internet, product modules and services via web/telephone conference
• May troubleshoot technical errors, diagnose internet connectivity and translate complex resolutions for hardware and software systems

Additional responsibilities for Commercial Client Services/Key Total Treasury Support
• 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


REQUIRED QUALIFICATIONS

• High school diploma or GED equivalency required
• 5+ years client services and sales experience required
• Experience meeting customer service or customer satisfaction goals
• Demonstrated success meeting established sales/referral goals and measurements
• Demonstrated success in problem solving and resolving client issues/concerns
• Proven Leadership Skills
• Strong listening, verbal, written and interpersonal communication skills.
• Ability to work in a fast paced, high volume, and high pressure environment with a sense of urgency
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Computer proficiency with knowledge and experience in Windows environment.
• Ability to adhere to established attendance policies
• Ability to lift 10 lbs.

Hours: Monday-Thursday 12-8:30pm and Fridays 9-5:30pm



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.

35138BR

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