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Customer Experience Specialist - Laurel Road (Fintech) in Bridgeport, CT at Key Bank- Corporate

Date Posted: 6/23/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    855 East Main Street
    Bridgeport, CT
  • Date Posted:
    6/23/2020

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, https://www.laurelroad.com. We simplify the process for both borrowers and bankers, while increasing choices of products, improving tracking, and offering a positive banking experience.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:
Assists in administering the Customer Satisfaction Survey (CSAT) program and inputting complaints from Salesforce into bank-wide complaint tracking system.
Provides detailed summaries of complaints, including complaint tracking and follow-up, risk rate and root cause, summarize complaint and resolution, identify trends, and reporting.
Assists in the development of procedures for complaints and guidelines to ensure consistency with customer touch points.
Assists in tracking written correspondence and drafting response to customer.
Collects and compiles statistical quality and complaint data for daily, monthly, and quarterly reporting.
Adheres to compliance procedures and internal/operational risk controls in accordance with any and all applicable regulatory standards, requirements, and policies.

KNOWLEDGE, SKILLS and ABILITIES:
Professional demeanor and a strong work ethic.
Previous experience in financial services and/or experience working in a contact center.
Proactively anticipate and solve customer concerns.
Ability to multitask and re-prioritize tasks as required.
Good written skills
Proactive and enthusiastic.
Strong and effective verbal and listening skills to provide courteous and professional customer service.
Strong ability to develop and maintain working knowledge of the organization’s products and services.
Self- motivated, resourceful, productive team member.
Must enjoy a fast paced, customer driven environment.
Ability to build positive relationship team members.
Effective PC skills including, electronic mail, intranet and industry standard applications.
Ability to learn and use additional applications as necessary.
Strong product knowledge and ability to create Job aides and training materials.
Ability to multi task and manage competing priorities.
Detail oriented with an ability to work in a fast-paced environment.
Ability to work and accomplish goals with minimal supervision.
Proficient with Microsoft Suite (Word, Excel, PowerPoint)

EDUCATION/EXPERIENCE REQUIREMENTS:

High school diploma or equivalent work experience.
2+ Years relevant experience

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.

42371BR

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