Contact Center Representative - Consumer Banking

KeyBank; Buffalo (NY); On-site; USD 25,000 - 33,000; Full time

Job summary

KeyBank is seeking a Customer Service Specialist to join our fast-paced call center team in Amherst, NY. You will handle inbound customer calls, resolve issues, and deliver exceptional service in a high-volume environment.

This role requires strong communication, problem solving, and multitasking while navigating multiple computer systems. Training is onsite for at least 3 months for Amherst residents.

Preferred qualifications include 2+ years in a call center and remote/work-from-home experience.

Qualifications

• 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.
• Must reside in Amherst, NY location; training onsite for at least 3 months.

Responsibilities

• Answer inbound customer service calls in a high-volume call center.
• 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.

Skills

Customer service

Communication

Problem-solving

Multitasking

Emotional intelligence

Technical proficiency

Education

High School Diploma or GED

Job description

Anticipated Start Date: November 2nd

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.