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Contact Center Team Leader - Laurel Road (FinTech) in Bridgeport, CT at KeyBank

Date Posted: 1/17/2021

Job Snapshot

  • Employee Type:
  • Location:
    855 East Main Street
    Bridgeport, CT
  • Date Posted:

Job Description

Laurel Road, a brand of Key Bank, is part of the expanding FinTech space: we offer Mortgages, Student Loans, and Personal Loans through a digital online experience, We simplify the process for both borrowers and bankers, while increasing choices of products, improving tracking, and offering a positive banking experience.

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

Supervises the daily workflow of a unit within a department (approximately 12- 15 FTE). Serves as an effective coach to team members to drive superior client service. Partners with management on recruiting, performance management and issue resolution.

- Coach team members to high performance to achieve quality and efficiency goals.
- Provide both leadership and management skills to foster an enthusiastic, inclusive, and efficient work environment.
- Conduct monthly one on one coaching sessions with each team member to drive high performance in the areas of quality, efficiency and first call resolution.
- Partner with support teams to achieve department service level goals.
- Complete five to seven quality call reviews per month for each team member to support coaching and ensure adherence to corporate and department policies.
- Provide timely and effective communication to team members to ensure awareness and commitment to department and corporate initiatives.
- Ensure regulatory requirements are met for team members.
- Ensure team members adhere to Key's policies and procedures.
- Document performance levels for team members and provide information on a regular basis as part of the coaching process.
- Document and complete annual performance reviews for each team member to foster a high performance culture.
- Maintain personal files for employees for effective record- keeping.
- 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 supoort the development of a team member.
- Collaborate with other depeartments within the Contact Center to facilitate the timely resolution of escalated issues and challenges.

- Four plus years of client service / sales experience.
- Demonstrated success in complex problem solving and resolving client issues.
- Proven ability to effectively performance manage.
- Superior coaching skills.
- Customer service experience.
- 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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