Contact Center Service Specialist II - Business Banking

Location:

Thank you for your interest in our Contact Center Specialist opening in Business Banking.

Please note - you must reside near our Brooklyn, OH location as training will be fully on site and will start on May 19th. Once training is completed, you will then work 100% remotely unless business needs change.

Training is Monday thru Friday at 4910 Tiedeman Road, Brooklyn OH.

After training, you will then begin working a shift schedule. All shift schedules are first come / first serve. All schedules require every other Saturday work. Sundays are always off. With shift bids, you must have the ability to work a variety of shifts.

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 …