Customer Service Specialist- Consumer Banking

Customer Service Specialist

Location:

4224 Ridge Lea Road, Amherst New York

Training will take place onsite in office for minimally the first 3 months at our 4224 Ridge Lea Rd Amherst, NY 14226

Schedule During Training:
Monday
- Friday from 8:00am-5:00pm ET

Schedule After Training:
There are various shifts available for this role:

• Weekend Warrior Shifts- working every Saturday and Sunday and 2 days off during the week
• Saturday Squad Shifts- working every Saturday and 2 days off during the week
• Additional compensation offered for Weekend Warrior and Saturday Squad
• All other shifts will require working at least every other Saturday or Sunday

What It's Like to Work at Key:
At the Key Bank Contact Center, we are a diverse and engaged team that supports one another and always finds a way to have fun in the office and virtually. Our leaders have our backs and we share our knowledge for the good of the team. We work hard for our clients and are frequently rewarded for our efforts.

What You'll Get from This Opportunity:

• Competitive pay and unique benefits – 401(k) matching (dollar-for-dollar up to 7%), generous PTO, fitness and tuition reimbursement and so much more.
• Valuable financial services experience. You'll learn the ins and outs of how the bank works and knowledge that translates to career advancement at Key.
• Paid job training and access to a library of specialized professional development and training courses
• Shift differentials available
• Performance-based rewards
• Variety – every day is different

As a Customer Service Specialist, you'll serve as the voice of Key Bank – working as a problem solver for our clients. This is a high energy, fast-paced call center role with unlimited opportunity to learn, grow and work with a talented and supportive team. If you like helping others and feel rewarded by making someone's day a little better, this is the role for you.

The ability to empathize, stay calm and not take client frustration personal are traits that are especially successful in this role.

Essential Job Functions:

• Embody a strong client experience culture, being present with every client and teammate and realizing the impact we can have on their day, personally, professionally, and financially
• Receive inbound calls from consumer clients in fast paced environment (in some cases, taking back-to-back calls)
• Answer client questions, problem solving, educating, de-escalating dissatisfied clients, and making suggestions that help deliver our Moments Matter culture
• Provide technical support for Key's online products and services (PC, mobile, and tablets)
• Collaborate with a wide range of Key Teammates to help solve client challenges
• Ability to navigate multiple screens and software while speaking to clients effectively over the phone free of distractions and background noise (similar to being in the office)
• Comply with all Key Bank policies and procedures, always acting professionally, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key's clients and Key Bank

Required Qualifications:

• High school diploma/GED required
• Minimum 1 year client service experience
• Demonstrated success in problem resolution, multi-tasking and attention to detail
• Flexibility, empathy, and patience to work in a fast-paced, high-volume call center
• Ability to read and follow call center "scripts" when handling different scenarios
• Advanced computer skills and working knowledge of how to navigate multiple screens and software, web browsers, websites and mobile applications while speaking to clients
• Must operate seamlessly across voice, chat, messaging, and asynchronous channels, adapting communication style to each experience
• Must demonstrate the ability to use AI and digital tools as thinking partners—prompting effectively, validating outputs, and applying judgment without over-relying on automation
• Must be able to learn new systems, tools, and workflows quickly as technology and client expectations evolve
• Ability to apply policy with sound judgment and reasoning
• Must demonstrate strong listening skills and emotional intelligence to build trust, de-escalate concerns, and deliver personalized client experiences
• Must…