Client-Focused Banking Support Specialist II

KeyBank; United States; Hybrid; USD 42,000 - 54,000; Full time

Job summary

KeyBank is seeking a client-focused Inbound Customer Service Specialist to support business clients across products and online banking platforms with technical navigation. This role emphasizes meaningful, solution-oriented interactions that build trust and long-term relationships.

You will handle inbound calls and chats, educate clients on features, and provide first-line technical support for online banking while remaining compliant with company policies.

Qualifications

• Minimum 2 years of experience in customer service, technical support, or financial services.
• Demonstrated success in problem solving and resolving client issues/concerns
• Previous experience in a fast paced, high volume, and high-pressure environment
• High school diploma or equivalent required; associate or bachelor's degree preferred.

Responsibilities

• Deliver exceptional client experience through inbound calls and chats with professionalism, empathy, and efficiency.
• Build rapport and strengthen client relationships by actively listening, identifying needs, and resolving inquiries with care and accuracy.
• Educate clients on product features, service benefits, and digital tools to simplify their work and empower their business operations.
• Provide first-line technical support for online banking platforms, including troubleshooting connectivity, enrollment support, system navigation inquiries, and browser assistance.
• Translate complex technical concepts into clear, concise and client-friendly language.
• Demonstrate intellectual curiosity and apply problem-solving skills to resolve client issues on first contact.
• Collaborate with internal teams to ensure timely resolution and follow-up on escalated or complex cases.
• Document interactions and resolutions accurately in accordance with compliance and service standards within the system of record.
• Stay current on product updates, system enhancements, and compliance requirements.
• Contribute to a positive team environment by sharing knowledge, mentoring peers, and supporting team goals.

Skills

Client Engagement

Customer Service Excellence

Technical Issue Resolution

System Navigation

Strategic Problem Solving

Adaptability

Education

High school diploma or equivalent

Associate or Bachelor's degree preferred

Job description

KeyBank is seeking a client-focused Inbound Customer Service Specialist to support business clients across products and online banking platforms with technical navigation. This role emphasizes meaningful, solution-oriented interactions that build trust and long-term relationships.

You will handle inbound calls and chats, educate clients on features, and provide first-line technical support for online banking while remaining compliant with company policies.