Customer Service Specialist in Cleveland, OH at Key Bank- Branch

Date Posted: 2/22/2018

Job Snapshot

Job Description


In a financial services contact center environment, the Customer Service Specialist II will receive inbound service calls, from Commercial or Business clients. While interacting with clients, the Customer Service Specialist II will answer inquiries, resolve issues, and respond to client needs, The Customer Service Specialist II may support multiple online platforms such as Key Navigator.


  • 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
  • Knowledgeably respond to and overcome client objections
  • 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
  • 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, regulatory compliance, quality, and client contact strategy
  • Work collaboratively in a team environment to achieve team, department, and line of business commitments
  • Act as peer mentor to other Service Specialists, including those recently hired into the same functional unit

Additional responsibilities for Commercial Client Services/KeyNavigatorSupport
• Ability to troubleshoot technical errors, diagnose internet connectivity and translate complex resolutions for hardware and software systems
• 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


• High school diploma or GED equivalency
• 2-3 years client services and/or sales experience required
• For sales roles, demonstrated success meeting established sales/referral goals and measurements
• Work experience requiring multi-tasking and attention to detail
• Demonstrated success in problem solving and resolving client issues/concerns
• Ability to work in a fast paced, high volume, and high pressure environment
• Strong interpersonal and written communication skills
• Computer proficiency with knowledge and experience in Windows environment
• 2 years of project management experience
• Ability to lift 10 lbs

KeyCorp’s roots trace back 190 years to Albany, New York. Headquartered in Cleveland, Ohio, Key is one of the nation’s largest bank-based financial services companies with assets of approximately $136.5 billion at December 31, 2016. Key provides deposit, lending, cash management and investment services to individuals and small and mid-sized businesses in 15 states under the name KeyBank National Association and First Niagara Bank, National Association, through a network of more than 1,200 branches and more than 1,500 ATMs. Key also provides a broad range of sophisticated corporate and investment banking products, such as merger and acquisition advice, public and private debt and equity, syndications and derivatives to middle market companies in selected industries throughout the United States under the KeyBanc Capital Markets trade name.

Key Community Bank serves individuals and small to midsized businesses from Maine to Alaska through our 15-state network of over 1,200 branches, 1,500 ATMs, telephone banking and robust online and mobile platforms. KeyBank’s Consumer/Business Banking segment provides consumers and small business owners with straightforward banking solutions and personal finance expertise that helps them make confident financial decisions today and plan for tomorrow. Key Private Bank offers wealth planning that follows a consistent, disciplined approach guided by objective advice based on each unique situation. KeyBank Commercial Bank offers midsize business financial services that drive growth and profitability and help business owners identify new opportunities with products and services including deposit, cash management, investment services, commercial lending, equipment leasing, and asset-based lending.


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.

JobID: 27738BR