Customer Service Specialist- Consumer Banking

About the role

We're excited to grow our team and are hiring now for a position that begins November 2nd. This is your chance to secure your next career move early and enjoy a smooth transition.

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

• 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 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.

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
• Performance-based rewards
• Variety – every day is different

Customer Service Specialist: 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
• Able 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 KeyBank policies and procedures, always acting professionally, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key’s clients and KeyBank

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
• 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
• Ability to learn new systems, tools, and workflows quickly as technology and client expectations evolve
• Strong listening skills and emotional intelligence to build trust, de-escalate concerns, and deliver personalized client experiences
• Ability to communicate clearly and confidently in high-pressure or ambiguous situations, guiding clients with transparency and ownership
• Accountability for decisions and outcomes, using available tools and resources to resolve issues end-to-end
• Exhibit a growth mindset—actively seeking feedback, coaching, and continuous development
• Balance efficiency with experience by reducing administrative friction and maintaining strong presence with the client

Preferred Qualifications

• Associate’s or Bachelor’s strongly preferred
• 2+ years client service experience in a high volume contact center environment in a highly regulated industry such as banking, insurance, technical support, or healthcare
• Previous experience working in a remote/ work from home environment

Mobile Work Requirements

• Hard-wired high-speed internet speed - Minimum of 50 MBPS download
• Dedicated home office space
• Distraction and noise free background – we want clients to have the same professional experience that they would have speaking to a Teammate working onsite

Compensation And Benefits

This position is eligible to earn a base hourly rate in the range of $18.00 - $23.08 per hour. Placement within the pay range may differ based upon various factors, including but not limited to skills, experience and geographic location. Please click here for a list of benefits for which this position is eligible.

Job Posting Expiration Date

09/25/2026