KeyBank
Contact Center Representative - Consumer Banking
Buffalo, New York•Full-time
$19 - $21 hourly
$19 - $21 hourly
About the Job
Anticipated Start Date: January 11th
Job Overview:
KeyBank is seeking a Customer Service Specialist to join our fast-paced call center team. In this role, you will handle inbound customer calls, resolve issues, and deliver exceptional service experiences.
This is an ideal opportunity for individuals who are customer-focused, detail-oriented, and thrive in a high-volume environment.
Key Responsibilities:
- Answer inbound customer service calls in a high-volume call center- this will require back to back phone calls all day long
- Resolve customer inquiries related to banking products and services.
- De-escalate and manage challenging customer situations professionally.
- Provide support for online and mobile banking platforms.
- Navigate multiple systems while speaking with customers.
- Maintain accurate documentation and follow company policies.
- Collaborate with internal teams to resolve client issues.
Requirements:
- Must reside in the Amherst, NY location- training is onsite for minimally 3 months.
- Minimum 1 year of customer service or call center experience.
- High school diploma or GED.
- Strong communication and problem-solving skills.
- Ability to multitask and work in a fast-paced environment.
- Comfortable using multiple computer systems and technology.
- Flexible schedule availability.
Preferred Qualifications:
- Minimally 2 years previous call center experience.
- Remote/work-from-home experience.
Skills:
- Customer service.
- Communication.
- Problem-solving.
- Multitasking.
- Emotional intelligence.
- Technical proficiency (online/mobile platforms).
Benefits:
- Competitive pay.
- 401(k).
- Paid time off.
- Tuition reimbursement.
- Fitness reimbursement.
- Paid training and career development.
- Shift differentials and performance incentives.
Remote Requirements:
- Hardwired high-speed internet (50 Mbps minimum).
- Dedicated home office space.
- Quiet, professional work environment.
About KeyBank:
KeyBank is committed to delivering exceptional client experiences through teamwork, innovation, and a supportive work culture. Join a team that values growth, collaboration, and recognition.
Staff schedules are structured to support effective case management, timely customer responsiveness, and achievement of ECR service level objectives. Business needs may require schedule variations to ensure adequate operational coverage, and schedules are generally communicated at least 30 days in advance whenever possible. Where applicable, employees may have opportunities to express schedule preferences. However, schedules and coverage assignments are ultimately determined based on business needs and operational requirements. As a result, timeliness and regular, predictable attendance are essential functions of the role, as staffing levels directly impact customer responsiveness, case throughput, and achievement of service level commitments.