Customer Service Specialist- Consumer Banking

Job description

Location:

We're excited to grow our team and are hiring now for a position that begins January 11th 2027!

This is your chance to secure your next career move early and enjoy a smooth transition. Apply today to lock in your opportunity and start connecting with us before day one!

Location: Must reside in the geographic region of Amherst, NY

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 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

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.

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
• Shift differentials available
• Performance-based rewards
• Variety – every day is different

Customer Service Specialist:

As a Customer Service Specialist, you’ll serve as the voice of KeyBank – working as a problem solver for our clients. This is a high energy, fast-paced call center role with unlimited opportunity to learn, grow and work with a talented and supportive team. If you like helping others and feel rewarded by making someone’s day a little better, this is the role for you. The ability to empathize, stay calm and not take client frustration personal are traits that are especially successful in this role.

 
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
• Ability 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
• Ability to read and follow call center “scripts” when handling different scenarios
• 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
• Must be able to learn new systems, tools, and workflows quickly as technology and client expectations evolve
• Ability to apply policy with sound judgment and reasoning
• Must demonstrate strong listening skills and emotional intelligence to build trust, de-escalate concerns, and deliver personalized client experiences
• 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
• 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

 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

This is an evergreen posting. We continuously accept applications for this role to build a pipeline of qualified candidates for future openings. While there may not be an immediate vacancy, your application may be considered for upcoming opportunities aligned with this position.

COMPENSATION AND BENEFITS

Please click here for a list of benefits for which this position is eligible.

Key has implemented an approach to employee workspaces which prioritizes in-office presence, while providing flexible options in circumstances where roles can be performed effectively in a mobile environment.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing [email protected].