ABOUT THE JOB:
In a financial services contact center environment, the Service Specialist II will receive inbound service calls from retail consumer clients on deposit products, credit products, privileged accounts, employee accounts and judgement processing. While interacting with clients, the Service Specialist II will answer inquiries, resolve issues, respond to client needs, uncover and explore opportunities to have focused wellness conversations. The specialist will do this by delivering Ease, Value and Expertise (EVE) in every client interaction while delivering First Call Resolution (FCR). Contact Center team members are expected to act professionally at all times, conduct business ethically, avoid conflicts of interest and act in the best interest our clients and Key.ESSENTIAL JOB FUNCTIONS: Consistently deliver distinctive client service that is knowledgeable, by delivering Ease, Value and Expertise (EVE) in every client interaction on all deposit, credit products, privileged accounts, employee accounts, and judgement processing Build rapport and strengthen client relationships while servicing client needs with account inquiries, servicing needs, and issue resolution via First Call Resolution (FCR) Research and provide verification and documentation of client issues and resolution Maintain thorough knowledge and understanding of Key Bank's products and services Effectively educate clients on the features and benefits of Key's products and services Identify financial wellness opportunities and transition the client to the Financial Wellness team. Knowledgeably respond to and overcome client objections Recognize and effectively act upon client retention opportunities Act as liaison for our clients to provide first call resolution by coordinating and following up with other departments or lines of business as appropriate Meet all Key Performance Indicator (KPI) goals while contributing to the overall success of the team, Call Center Service, and KeyBank. Adhere to established policies and procedures related to servicing, regulatory compliance, and quality Perform financial reviews of client portfolios and account analysis. Recognize the need/opportunity for additional products and services Work collaboratively in a team environment to achieve team, department, and line of business commitments Act as peer mentor to other Service Specialists, including those recently hired into the same functional unit Achieve Client Satisfaction ratings as indicated in Annual Performance Review (APR) Attend enhance/advanced training classes to stay up to date on material
Digital BankingIn addition to the functions listed above, specialists assigned to the digital team will also perform the following functions: Provide technical and customer support to Key's online products and services in the areas of troubleshooting, complex issues that involve PC operating systems, mobile devices, and tablets as it pertains to internet browsers and internet connectivity Ability to troubleshoot clients' navigational inquiries specifically in a digital space Responsible for interpreting and translating technical problems in a digital space into a language the client can understand and feel confident using to complete transactions Demonstrate a working knowledge of the internet/mobile space that includes effective diagnostic resolution for search engines, online research, and web browsers Ability to effectively and confidently communicate updates to clients regarding system outages, service issues or other incidents impacting online/mobile users Based on business need, will be trained on additional navigational/client service support skill (i.e. Key Business Online, Personal Finance Management, Business Servicing, Retail Servicing, etc. ) to further assist clients in meeting their financial goals Demonstrate a desire and skill to educate on new technology options, services, functionality, etc. that provide benefit to the client
Special ServicesIn addition to the functions listed above, specialists assigned to the digital team will also perform the following functions: In a financial services contact center environment, the Service Specialist II will receive inbound service calls for retirement, HSA, and Key Direct Ability to troubleshoot technical errors, diagnose internet connectivity and translate complex resolutions for hardware and software systems Assist clients with importing, exporting and mapping data files for formatting into Microsoft applications (Word, Excel, Quicken etc.) Responsible for interpreting and translating complex technical procedures and terms in a client centric language that includes web browsers and operating systems
Key's application process for Contact Center Customer Service Representative position(s) require that you complete our Skill Match Survey. The Skill Match Survey can be taken via computer or mobile device and will take 20-30 minutes to complete. After completing the application, you will be prompted to take the Skill Match Survey.
REQUIRED QUALIFICATIONS: High school diploma or GED equivalent Successful completion of all Level 1 training material and demonstration of skills. 2-3 years client services required Work experience requiring multi-tasking and attention to detail Demonstrated success in problem solving and resolving client issues/concerns Ability to work in a fast paced, high volume, and high pressure environment Strong interpersonal, verbal and written communication skills Computer proficiency with knowledge and experience in Windows environment Ability to work at a high level of professionalism.
Keybank National Association