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About the Role

As a Customer Service Specialist, you will serve as the voice of KeyBank, acting as a problem solver for clients in a high-energy, fast-paced call center environment. This role offers unlimited opportunity to learn, grow, and collaborate with a talented and supportive team, providing a rewarding experience for those who enjoy helping others.

Responsibilities

Embody a strong client experience culture, being present with every client and teammate.
Receive inbound calls from consumer clients in a fast-paced environment.
Answer client questions, problem-solve, educate, de-escalate dissatisfied clients, and make suggestions.
Provide technical support for Key’s online products and services.
Collaborate with Key Teammates to solve client challenges.
Navigate multiple screens and software while speaking to clients effectively over the phone.
Comply with all KeyBank policies and procedures, acting professionally and ethically.

Requirements

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.
Advanced computer skills and working knowledge of how to navigate multiple screens and software.
Must operate seamlessly across voice, chat, messaging, and asynchronous channels.
Must demonstrate the ability to use AI and digital tools as thinking partners.
Must be able to learn new systems, tools, and workflows quickly.
Ability to apply policy with sound judgment and reasoning.
Must demonstrate strong listening skills and emotional intelligence.
Must communicate clearly and confidently in high-pressure or ambiguous situations.
Must demonstrate accountability for decisions and outcomes.
Must exhibit a growth mindset.
Must balance efficiency with experience.
Schedule flexibility is required as hours can change based on business need.
Must reside in the geographic region of Amherst, NY.
Hard-wired high-speed internet speed - Minimum of 50 MBPS download.
Dedicated home office space.
Distraction and noise-free background.

Skills

Problem resolution
Multi-tasking
Attention to detail
Flexibility
Empathy
Patience
Advanced computer skills
Navigating multiple screens and software
Web browsers
Websites
Mobile applications
Voice communication
Chat communication
Messaging communication
Asynchronous communication
AI and digital tools
Learning new systems
Policy application
Sound judgment
Reasoning
Listening skills
Emotional intelligence
Clear communication
Confident communication
Accountability
Growth mindset
Efficiency
Client experience

Location

Amherst, New York
4224 Ridge Lea Road, Amherst New York

Work Type

Hybrid
Onsite training for first 3 months

Experience Level

Minimum 1 year client service experience
2+ years client service experience in a high volume contact center environment (preferred)

Education Level

High school diploma/GED required
Associate’s or Bachelor’s strongly preferred

Benefits

401(k) matching (dollar-for-dollar up to 7%)
Generous PTO
Fitness reimbursement
Tuition reimbursement
Shift differentials available
Performance-based rewards

About the Company

At the KeyBank 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.