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Customer Service Specialist I in Cleveland, OH at Key Bank- Corporate

Date Posted: 4/4/2019

Job Snapshot

Job Description

ESSENTIAL JOB FUNCTIONS
• 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
• Effectively educate clients on the features and benefits of Key’s products and services
• Recognize client needs and opportunities to offer additional or enhanced products and services
• Knowledgeably respond to and overcome client objections
• Recognize and effectively act upon client retention opportunities
• 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
• Refer clients to the appropriate sales source for sale closure
• 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, sales, regulatory compliance, quality, and sales client contact strategy
• Perform financial reviews of client portfolios and account analysis. Recognize the need/opportunity for additional products and services
• Recognize and effectively act upon client retention opportunities
• Work collaboratively in a team environment to achieve team, department, and line of business commitments

REQUIRED QUALIFICATIONS
• High school diploma or GED equivalency required
• 1-3 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
• 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.

FLSA STATUS:Non-Exempt

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

34701BR

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