Contact Center Coach in Brooklyn, OH at Key Bank- Corporate

Date Posted: 10/23/2019

Job Snapshot

Job Description


In a Financial Services Contact Center environment, the Coach will assist Contact Center Service Specialists on resolving internal and/or external client inquiries, account servicing, resolving client issues and problems, taking supervisor requests, exploring opportunities to sell additional products and services and making qualified sales referrals.

The coach will answer questions from Service Specialists with procedural support. Additionally, the coach will assist in the education and coaching and development of Service Specialists. To be effective in this coaching role, they must have and maintain a comprehensive working knowledge of Contact Center and Key policies, procedures, services, and systems.

The Coach supports all servicing platforms. Answers full range of customer inquiries regarding accounts, products or services by phone. Troubleshoots, analyzes and remedies customer problems. Keeps abreast of bank products and services. Provides feedback and coaching to specialists to obtain individual and department goals. Coaches will provide on the spot coaching to service specialist to resolve client issues. Makes referrals to other bank areas as needed.

• Support of two teams of front line contact specialists with questions, high risk procedures, and supervisor call requests
• Provide floor support to Contact Center Banking Specialists and take client escalated calls and callbacks as needed.
• Provide real time coaching/feedback to banking specialists when interacting with client.
• Coach team members to high performance to achieve quality, sales, and efficiency goals.
• Provide both leadership and management skills to foster an enthusiastic, inclusive, and efficient work environment.
• Conduct coaching and team meeting sessions with team members to drive high performance in the areas of quality, efficiency and first call resolution, under direction of management.
• Partner with support teams to achieve department service level goals.
• Provide timely and effective communication to team members.
• Ensure team members adhere to Key’s policies and procedures.
• Partner with branches and district management to support client focused solutions to complex issues.
• Provide leadership to the Contact Center and Segment strategic initiatives
• Demonstrate a mastery of critical systems, product knowledge and policy knowledge to support team members.
• Collaborate with other departments within the Contact Center to facilitate the timely resolution of escalated issues and challenges.
• First line of defense in peak call volume times to answer strategically routed service calls from the automated VRU system for the purpose of servicing and selling KeyBank's wide range of products and services.
• Assist 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.
• Act as an effective team player that can work collaboratively to achieve team, department and line of business commitments.
• Weekend leadership coverage as needed.
• Maintain contact center work queues to ensure a timely client experience.
• Adhere to Contact Center complaints management policies and recording requirements.
• Back up to team leader as needed.

- Demonstrated success in complex problem solving and resolving client issues.
- Superior coaching skills..
- Excellent written and oral communication skills.
- Strong time management and organization skills.
- PC proficiency, use of Microsoft Office suite (Word, Excel, PowerPoint, Access) including Lotus Notes.


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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