Banking Customer Experience Specialist — Hybrid

KeyBank; United States; Hybrid; USD 25,000 - 32,000; Full time

Benefits offered by this job

401(k) matching

PTO

Tuition reimbursement

Shift differentials

Performance-based rewards

Job summary

KeyBank is hiring a Customer Service Specialist for our Amherst, NY area. You’ll be the voice of KeyBank, solving client issues and guiding them through our online services.

The role combines high-energy calls with teamwork, ongoing training, and opportunities to grow in a regulated banking environment. Ideal candidates bring 1+ year of client service experience, strong communication, empathy and problem-solving skills.

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 ability to navigate multiple screens and software while speaking to clients.
• Must operate across voice, chat, messaging, and asynchronous channels.
• Must demonstrate ability to use AI and digital tools as thinking partners.
• Must learn new systems, tools, and workflows quickly as technology evolves.
• Must demonstrate strong listening skills and emotional intelligence.
• Must communicate clearly and confidently in high‑pressure situations.
• Must demonstrate accountability and ownership of issues.

Responsibilities

• Embody a strong client experience culture with every client and teammate.
• Receive inbound calls from consumer clients in a fast-paced environment.
• Answer client questions, problem solve, educate, de-escalate, and make helpful suggestions.
• Provide technical support for Key’s online products and services.
• Collaborate with teammates to solve client challenges.
• Navigate multiple screens and software while talking to clients on calls.

Skills

Communication

Empathy

Problem solving

Multi-tasking

Active listening

AI literacy

Digital tools

Customer service

Adaptability

Education

Associate’s or Bachelor’s degree

Job description

KeyBank is hiring a Customer Service Specialist for our Amherst, NY area. You’ll be the voice of KeyBank, solving client issues and guiding them through our online services.

The role combines high-energy calls with teamwork, ongoing training, and opportunities to grow in a regulated banking environment. Ideal candidates bring 1+ year of client service experience, strong communication, empathy and problem-solving skills.