Customer Service Specialist- Consumer Banking

Location:

4224 Ridge Lea Road, Amherst New York We're excited to grow our team and are hiring now for a position that begins January 11th 2027!

This is your chance to secure your next career move early and enjoy a smooth transition. Apply today to lock in your opportunity and start connecting with us before day one!

Location:

Must reside in the geographic region of Amherst, NY Training:
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 Staff schedules are structured to support effective case management, timely customer responsiveness, and achievement of ECR service level objectives.

Business needs may require schedule variations to ensure adequate operational coverage, and schedules are generally communicated at least 30 days in advance whenever possible. Where applicable, employees may have opportunities to express schedule preferences. However, schedules and coverage assignments are ultimately determined based on business needs and operational requirements. As a result, timeliness and regular, predictable attendance are essential functions of the role, as staffing levels directly impact customer responsiveness, case throughput, and achievement of service level commitments.

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 d 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

Customer Service Specialist:

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…