Customer Service Specialist- Consumer Banking

About the role

We're excited to grow our team and are hiring now for a Customer Service Specialist position that begins August 31st. This is your chance to secure your next career move early and enjoy a smooth transition.

Training

Training will take place in office for minimally the first 3 months at our 4910 Tiedeman Road location in Brooklyn, OH.

Schedule

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

Essential Job Functions

• Embody a strong client experience culture
• Receive inbound calls from consumer clients in a fast-paced environment
• Answer client questions, problem solve, educate, de-escalate dissatisfied clients, and make 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
• Navigate multiple screens and software while speaking to clients effectively over the phone free of distractions and background noise
• Comply with all KeyBank policies and procedures, act professionally at all times, conduct business ethically, avoid conflicts of interest, and act in the best interests of Key’s clients and KeyBank

Required Qualifications

• Minimum 1 year client service experience
• High school diploma/GED
• Demonstrated success in problem resolution, multi-tasking and attention to detail
• Advanced computer skills and working knowledge of how to navigate multiple screens and software, web browsers, websites and mobile applications while speaking to clients
• Strong interpersonal, verbal, and written communication skills
• 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
• Schedule flexibility – The hours for the position can change based on business need. In addition, there is a shift bid process for all Teammates that occurs two times (performance based schedule options) per year which could result in a schedule change
• 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 operate seamlessly across voice, chat, messaging, and asynchronous channels, adapting communication style to each experience
• Must apply policy with sound judgment and reasoning, rather than relying on scripts or memorization alone
• Must demonstrate strong listening skills and emotional intelligence to build trust, de-escalate concerns, and deliver personalized client experiences
• Must be able to learn new systems, tools, and workflows quickly as technology and client expectations evolve
• Must communicate clearly and confidently in high-pressure or ambiguous situations, guiding clients with transparency and ownership
• Must demonstrate accountability for decisions and outcomes, using available tools and resources to resolve issues end-to-end
• Must exhibit a growth mindset—actively seeking feedback, coaching, and continuous development
• Must balance efficiency with experience by reducing administrative friction and maintaining strong presence with the client

Preferred Qualifications

• Previous experience working in a remote/ work from home environment