Customer Service Specialist- Consumer Banking

Location

4910 Tiedeman Road, Brooklyn, Ohio

Training:
Monday‑Friday 8:00am – 5:00pm ET at the office for at least the first 3 months.

After training, various shifts are available:

• Weekend Warrior – work every Saturday and Sunday with two days off during the week.
• Saturday Squad – work every Saturday with two days off during the week.
• Other shifts require working at least every other Saturday or Sunday.

Customer Service Specialist – a high‑energy, fast‑paced call center role that serves as the voice of Key Bank, solving client issues and supporting growth.

• Receive inbound calls from consumer clients in a fast‑paced environment.
• Answer client questions, problem‑solve, educate, de‑escalate dissatisfied clients, and deliver Moments Matter culture.
• Provide technical support for Key’s online products (PC, mobile, tablets).
• Collaborate with teammates to solve client challenges.
• Navigate multiple screens and software while speaking to clients.
• Comply with Key Bank policies, conduct business ethically, avoid conflicts of interest.

• Minimum of 1 year client service experience.
• High school diploma or GED.
• Demonstrated success in problem resolution, multi‑tasking and attention to detail.
• Advanced computer skills – multiple screens, web browsers, mobile applications.
• Strong interpersonal, verbal and written communication skills.
• Flexibility, empathy and patience for a fast‑paced, high‑volume call center.
• Ability to read and follow call center scripts.
• Schedule flexibility – hours may change; shift bid process twice per year.
• Use AI and digital tools as thinking partners—prompting, validating outputs, applying judgment without over‑relying on automation.
• Operate seamlessly across voice, chat, messaging and asynchronous channels.
• Apply policy with sound judgment, not just memorization.
• Strong listening skills and emotional intelligence to build trust and de‑escalate concerns.
• Quick learning of new systems, tools and workflows as technology evolves.
• Communicate clearly and confidently in high‑pressure or ambiguous situations.
• Accountable for decisions and outcomes, resolving issues end‑to‑end.
• Growth mindset: actively seek feedback, coaching and continuous development.
• Balance efficiency with client experience, reducing administrative friction.

• Previous experience working in a remote or work‑from‑home environment.

• Hard‑wired high‑speed internet – minimum 50
  
  MBPS download.
• Dedicated home office space.
• Distraction‑ and noise‑free background.

Competitive base hourly rate $18.00–$23.08. 401(k) matching up to 7% in a dollar‑for‑dollar match, generous PTO, fitness and tuition reimbursement, paid training, professional development courses, shift differentials, performance‑based rewards and a variety of day‑to‑day activities.

Key Corp is an Equal Opportunity Employer committed to 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, age, genetic information, pregnancy, disability, veteran status or any other characteristic protected by law. Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing

We are a diverse, engaged team that supports one another and finds fun in both office and virtual settings. Leaders back our efforts and share knowledge for the good of the team. We work hard for our clients and are frequently rewarded for our efforts.

This evergreen posting accepts applications continuously. While there may not be an immediate vacancy, your application may be considered for upcoming opportunities aligned with this position. Job Posting Expiration Date: 08/14/2026.