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Sr. Social Care Specialist in Brooklyn, OH at Key Bank- Corporate

Date Posted: 7/16/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    4910 Tiedeman Road
    Brooklyn, OH
  • Date Posted:
    7/16/2020

Job Description

ABOUT THE JOB

The Social Care Specialist will engage Key clients on social media platforms (primarily Facebook and Twitter) to keep clients happy and working to improve sentiment with issues coming to Key’s brand social channels. Occasionally, the Social Care Specialist may have to make outbound calls to Key clients directly to resolve the aforementioned service requests or complaints. Additionally, the Social Care Specialist will assist in the education and coaching and development of Service Specialists from this assist queue. 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 Social Care Specialist supports all servicing platforms. Answers full range of customer inquiries regarding accounts, products or services by phone, e-mail, chat, or social media. Troubleshoots, analyzes and remedies customer problems. Keeps abreast of bank products and services. Assists fellow reps and management in obtaining department goals. Makes referrals to other bank areas as needed. In addition to the contact center functions outlined above, the individual in this role must also have an above-working knowledge of social media trends as it applies to customer service and engagement.

ESSENTIAL JOB FUNCTIONS
  • Assist Key’s clients using social media websites, online tools, email, and phone.
  • Deduce creative solutions for complex problems; collaborate with members of Key’s social marketing and care teams.
  • Research and provide verification and documentation of client issues and resolution.
  • Adhere to online policies and procedures, including but not limited to those related to regulatory compliance.
  • Consistently deliver distinctive service, build rapport and strengthen client relationships by assisting internal and external clients with account servicing, inquiries, and problem-solving utilizing Key’s defined servicing/sales call strategies, as well as Key’s overarching social media strategy.
  • Required to maintain a good working knowledge of the various Contact Center Management System and Social Media Monitoring Tools to ensure service levels are met. The Social Care Specialist maintains awareness of Contact Center customer service level goals on weekends and acts as a replacement in the absence of the Production Manager.
  • Maintain a thorough knowledge and understanding of the organization and KeyBank’s products and services by utilizing Key’s online resources.
  • Effectively recognize and act upon client retention opportunities.
  • Multitask to proficiently navigate through various PC desktop applications and tools while managing a conversation with a client.
  • Act as an effective team player that can work collaboratively to achieve team, department and line of business commitments.
  • May facilitate formalized education session on the functionalities of the internet, product modules and services via web/telephone conference
  • May troubleshoot technical errors, diagnose internet connectivity and translate complex resolutions for hardware and software systems.
  • Assist with social media reporting.
  • Other tasks/duties as assigned.

REQUIRED QUALIFICATIONS
  • Bachelor’s degree in a related field or commensurate work experience
  • Two plus years of client service / sales
  • Social Media experience is required
  • Experience with social monitoring and engagement tools (Ex Sprinklr, Hootsuite, Adobe Social, Spredfast, etc.) is preferred
  • Demonstrated success in complex problem solving and resolving client issues
  • Superior phone and written communication skills
  • Strong ability to listen actively, and take action based on what was heard or read
  • Proven experience managing conflict; the ability to defuse others during difficult situations
  • Demonstrated work experience requiring multi-tasking with strong attention to detail
  • Strong interpersonal and written communication skills
  • Ability to work effectively in a high-volume production environment
  • Computer proficiency with knowledge and experience in a “Windows” environment
  • Proven leadership ability


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.

42850BR

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