contact center specialist

Northwest Bank

<div>NY0705 NY Region Business Office 
Job Description
JOB SUMMARY
The Senior Contact Center Specialist is responsible for providing quality and efficient customer service to clients, utilizing multiple customer databases, and providing technical assistance as required. This position works to achieve monthly call quality performance while educating clients on products and services. This position assists with answering questions for prospect and existing clients, helping with client retention efforts, and support of Contact Center Specialists with questions through our normal escalation process within the Contact Center.
This position is eligible for a shift differential.
Essential Functions<ul><li>Meet productivity standards and complete work in a timely manner</li><li>Ensure compliance with scheduling requirements and attendance standards</li><li>Maintain client and Northwest confidentiality</li><li>Meet service level standards</li><li>Achieve Contact Center performance standards</li><li>Written correspondence proficiency, accurately and professional responding to customer inquiries</li><li>Perform office administration tasks</li><li>Serve as a Contact Center mentor to new hires</li><li>Serve as subject matter expert and answers peer inquires and client escalations</li><li>Back up Contact Center Supervisors as needed</li><li>Identify and resolve customer problems in an efficient manner</li><li>Gather and analyze information skillfully and develop alternative solutions</li><li>Manage difficult or emotional client situations</li><li>Respond promptly to client needs</li><li>Respond to requests and meet commitments</li><li>Speak clearly and persuasively in positive or negative situations</li><li>Educate clients and possess extensive knowledge of technical support of products and services</li><li>Approach others in a tactful manner and react well under pressure</li><li>Demonstrate accuracy and thoroughness</li><li>Look for ways to improve and promote quality</li><li>Demonstrate excellent listening and interpretative skills</li><li>Demonstrate ability to establish collaborative customer relationships in a fast paced environment</li><li>Aim to resolve customer inquiries utilizing a First Call Resolution approach</li><li>Appropriate use of established call processes and procedures and scripts</li><li>Ability to troubleshoot online access issues</li><li>Answer customer chat, email and secure message requests in an efficient manner</li><li>Make all outbound calls for different calling campaigns as delivered and instructed in an efficient manner</li><li>Document results as instructed</li><li>Utilize cross selling efforts of products and services with clients</li><li>Provide solutions to clients based on their needs</li><li>Ensure compliance with Northwest&rsquo;s policies and procedures, and Federal/State regulations</li><li>Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency</li><li>Work as part of a team</li><li>Work with on-site equipment</li><li>Complete other duties and special projects as requested by management</li></ul>
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education
High School Diploma or equivalent preferred
Associate's Degree preferred
Work Experience
Less than 2 years Banking/financial and contact center experience preferred
Good technical experience preferred
General Employee Knowledge, Skills, and Abilities<ul><li>Ability to establish effective working relationships among team members and participate in solving problems and making decisions</li><li>Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written</li><li>Ability to actively listen to what others are saying to achieve understanding, sharing information with others and facilitating the open exchange of ideas and information</li><li>Ability to establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively use resources such as time and information</li><li>Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areas</li></ul><div></div>
Additional Knowledge, Skills and Abilities
Ability to adapt to a quick changing environment
Knowledge of Northwest products and services
Knowledge of computer, mobile app and bill pay systems
Knowledge and proficiency of debit and credit card systems
Knowledge of Northwest&rsquo;s automated system
Technological understanding of computers and online systems
The pay range for this position is generally $18.50 to $21.00 per hour. Actual pay is based on various factors including but not limited to the successful candidate&rsquo;s experience, skills, and knowledge. Benefits are also available.
All applicants will be screened; however, only those most closely matching the qualifications of the job posting will be contacted. You can check the status of your application by logging back into your account. We appreciate your interest in our position!
#LI-EB1 
Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.</div>

Senior Contact Center Specialist

WESTERLY COMMUNITY CREDIT UNION

<div>To excel in the tasks specific to this essential role, as well as participate and help develop our WCCU Cares culture. You would be responsible for providing outstanding service to our members and to our internal staff (#TeamWCCU). Your actions will directly contribute to our goal of caring about our members, their financial needs, and our community. This position is responsible for providing outstanding and professional member service and build/maintain strong relationships with peers. Communicates with members by telephone, email or messaging systems. Courteously and promptly resolves member problems or refers them to appropriate personnel. Actively cross-sells Credit Union products and services and provides sales leads to Retail staff. Performs additional Operations Department duties as required. Keeps management informed of area activities.</div>
 <div>WCCU Benefits
<ul><li>12 Federal Paid Holidays plus Paid Birthday Off &amp; Paid WCCU Recharge Day Off
</li><li>Minimum of 2 Weeks Vacation plus 7 Days Paid Discretionary Time Off
</li><li>Tuition Reimbursement ($5250 per year)
</li><li>Competitive Medical, Dental, and Vision Benefits
</li><li>Flexible Spending &amp; Dependent Care Accounts
</li><li>401(k) Plan with Employer Match up to 6%
</li><li>Company Paid Life Insurance, Short Term and Long Term Disability Insurance
 
and much more! 
 
</li></ul>ESSENTIAL FUNCTIONS AND BASIC DUTIES:
1. Assumes responsibility for providing outstanding member support.
<ul><div>Quickly and courteously perform in-bound and out-bound member communication while maintaining and projecting the Credit Union&rsquo;s professional reputation.
</div><div>Actively cross-sells Credit Union products and services and provides sales leads to Retail staff.
</div><div>Provides accurate information on Credit Union products and services.
</div><div>Efficiently solves member problems by understanding the issue, gathering information, and identifying the problem. Refers problems to appropriate personnel if needed. Follows up, if necessary, to ensure problems are resolved.
</div><div>Maintains privacy of member account information, following all security procedures.
</div><div>Stays up to date on Credit Union regulations, priorities, and products and services.
</div></ul>2. Assumes responsibility of fostering constructive working relationships with peers and management.
<ul><div>Effectively handles the transition of communication between staff or departments (ie, announced transfer, descriptive voicemail, and/or email communication)
</div><div>Keeps management informed of area activities and of any problems or concerns, as well as, proactively suggesting areas of process or quality improvement.
</div><div>Attend training sessions and Credit Union meetings as required.
</div></ul>3. Assumes responsibility for Operations Department related duties as required or assigned.
<ul><div>Willing to learn and understand the roles and functions of the Operations Department.
</div><div>Expresses a desire to grow within the department and Credit Union.</div></ul></div>
 <div>EDUCATION/CERTIFICATION: High school graduate or equivalent.
EXPERIENCE REQUIRED: Minimum of 1 Year of Banking Related Experience 
REQUIRED KNOWLEDGE:
Knowledge of Credit Union products and services and cross-selling techniques. Thorough understanding of Credit Union policies and procedures Knowledge of Windows based PC applications 
SKILLS/ABILITIES:
Excellent verbal and written communication skills
Strong member service skills
Able to access member information via computer Professional telephone etiquette
Ability to maintain confidentiality Good sales abilities
Well organized and detail oriented Strong proofreading skills
Ability to follow detailed, established procedures Ability to recognize and resolve problems
Able to work well independently
Skill in using applicable software applications and PC equipment Proficient typing skills
Positive, can-do attitude Caring &amp; community-oriented
Strong Service &amp; Sales skills &ndash; showing a desire for our Members to succeed 
SCHEDULE*
Monday through Friday 8:00 am &ndash; 5:00pm
Saturday 9:00am - 12:00pm
*Schedule is subject to change based on Contact Center needs.
Staff members work every other Saturday in exchange for time off during the week. 
PERFORMANCE MEASUREMENTS:
<ul><div>Member support functions are efficiently, effectively, and accurately performed in accordance with established policies and procedures.
</div><div>Communications are professional, friendly, and appropriate.
</div><div>Problems are courteously and promptly resolved at first request.
</div><div>Good working relationships and coordination exist with peers and with management. Supervisor is appropriately informed of area activities.
</div><div>Additional Operations Department duties are handled accurately, completely, and timely.
</div><div>The Credit Union&rsquo;s professional reputation is maintained and conveyed.</div></ul></div>

Contact Center Specialist

HSBC

<div>
 
 As a Contact Center Agent at HSBC, you will be the first point of contact for customers, providing professional support and solutions through inbound and outbound interactions. You will handle inquiries related to banking products and services, resolve issues efficiently, and ensure a positive customer experience while maintaining compliance with HSBC policies and regulatory standards. Key Responsibilities: &bull; Respond to customer inquiries via phone, email, and chat in a professional and timely manner. &bull; Provide accurate information on HSBC products, services, and procedures. &bull; Identify customer needs and offer appropriate solutions or escalate when necessary. &bull; Ensure all interactions comply with HSBC's service standards and regulatory requirements. &bull; Maintain accurate records of customer interactions and transactions. &bull; Contribute to team goals by achieving individual performance targets. Skills &amp; Competencies: &bull; Strong communication and active listening skills. &bull; Customer service orientation with problem-solving ability. &bull; Ability to multitask and manage time effectively in a fast-paced environment. &bull; Team player with adaptability to changing business needs.
 
</div>

Matanuska Valley Federal Credit Union

<div><h4 class="jobSectionHeader">PURPOSE:</h4>
To provide personal member service to our members and employees through support-related functions, in accordance with established policies, procedures, and core values. In order to achieve the objectives of the Credit Union, these responsibilities shall be executed promptly, courteously, and accurately, as outlined in the Employee Handbook.
<h4 class="jobSectionHeader">
FUNCTIONS:</h4><ul><li>
Responsible for member marketing of the Credit Union and knowledge of all services offered to a degree that will enable answering questions or referring members for specific services.</li><li>
Responsible for all basic and complex member service directed telephone inquiries from credit union members as well as credit union employees. Responds to service requests/inquiries that come in via message boards, secure email, fax, &amp; mail to include servicing of all loan and share types to include IRA shares. Must be able to accurately quote share rates and lending rates and terms.</li><li>
Active cross selling of Credit Union services including, but not limited to all loan types, all share types to include IRA shares, all Contact Center service channels, Shared Branching, and Matanuska Valley Financial Services.</li><li>
Responsible for signing up members for Credit Union services and products including, but not limited to all loan types, all share types to include IRA shares, VISA debit card, Easy Access, MVOnline/MVMobile, and Matanuska Valley Financial Services.</li><li>
Proficient with the following processes: accurately verifying member identity for security, opening accounts, check orders/reorders, change of addresses, share draft and ACH stop payments.</li><li>
Must be proficient in filling out Verification of Deposits for state and federal governments as well as other local businesses.</li><li>
Exercising independent judgment within authority in regard to problem resolution.</li><li>
Must be able to communicate clearly and concisely in written communications.</li><li>
Maintain familiarity with policies and procedures, as well as regulations pertinent to job responsibilities.</li><li>
Perform other duties as assigned.</li></ul><h4 class="jobSectionHeader">
REQUIRED SKILLS, KNOWLEDGE, AND ABILITIES</h4><ul><li>
Proficient in use of computer software programs including Internet Explorer, Microsoft Word, Microsoft Excel, Microsoft Outlook and a working knowledge of Microsoft Windows required.</li><li>
Must be able to troubleshoot MVOnline/MVMobile and Easy Access issues.</li></ul><h4 class="jobSectionHeader">
PREREQUISITES FOR THE POSITION</h4><ul><li>
Minimum Education: High school graduate or equivalent.</li><li>
Minimum Experience: Six months contact center experience or one year in general office record keeping with public contact and problem solving highly desirable. Prior experience with MVFCU may be considered in lieu of a portion of the above experience.</li></ul><h4 class="jobSectionHeader">
About Matanuska Valley Federal Credit Union</h4>
Matanuska Valley Federal Credit Union (MVFCU) is your local credit union. We offer more than just a job; we provide a fulfilling career with excellent benefits while serving the community we live in. MVFCU invests in its employees with competitive pay, generous health and wellness benefits, paid time off, and a 401k. Team members enjoy professional development opportunities, tuition reimbursement, and a healthy work-life balance. Our culture emphasizes our local roots, respect, collaboration, and a passion to serve our community. MVFCU is a place where employees feel valued, supported, and proud of the work they do every day.</div>

Contact Center Specialist I

<div>NY0705 NY Region Business Office 
Job Description<div>
Start Your Career Where Support Meets Opportunity
Looking for more than just a job? At our Contact Center, you&rsquo;ll find a community that invests in you. With 4&ndash;6 weeks of personalized training, hands-on support from experienced leaders, and a team that&rsquo;s always got your back, you&rsquo;ll be set up for success from day one. Our ergonomic, wellness-focused workspaces help you feel your best&mdash;so you can do your best. And with most of our Supervisors starting in this very role, your future here is full of possibility.
Thank you for your interest in employment at Northwest Bank! Submitting an application to this job posting allows your profile and resume to be reviewed by a Northwest Bank recruiter when a role becomes available at this Contact Center location. Applications will be accepted regardless of whether or not a current vacancy exists. Applicants should also directly apply to any current open positions of interest to ensure consideration.
Our Contact Center Specialists are responsible for providing quality and efficient customer service to clients, utilizing multiple customer databases, and providing technical assistance as required. Contact Center Specialists works to achieve monthly call quality performance while educating clients on products and services.
Northwest Bank's Contact Center is open Monday through Friday 8:00 AM - 8:00 PM and Saturday 9:00 AM - 1:00 PM and is closed regular bank holidays. You can expect to work evening shifts and Saturday hours on a rotating basis.
Contact Center Specialists are eligible for a shift differential for hours worked after 5:00 PM.</div><div>
ESSENTIAL FUNCTIONS:<ul><li>
Meet productivity standards and complete work in a timely manner</li><li>
Ensure compliance with scheduling requirements and attendance standards</li><li>
Maintain client and Northwest confidentiality</li><li>
Meet service level standards</li><li>
Achieve Contact Center performance standards</li><li>
Serve as a Contact Center orientation trainer</li><li>
Identify and resolve customer problems in an efficient manner</li><li>
Gather and analyze information skillfully and develop alternative solutions</li><li>
Manage difficult or emotional customer situations</li><li>
Respond promptly to customer needs</li><li>
Respond to requests and meet commitments</li><li>
Speak clearly and persuasively in positive or negative situations</li><li>
Educate clients on the benefits of Northwest products and services</li><li>
Approach others in a tactful manner and reacting well under pressure</li><li>
Demonstrate accuracy and thoroughness</li><li>
Look for ways to improve and promote quality</li><li>
Demonstrate excellent listening and interpretative skills</li><li>
Demonstrate the ability to establish collaborative customer relationships in a fast paced environment</li><li>
Aim to resolve customer inquiries utilizing a First Call Resolution approach</li><li>
Appropriate use of established call policies and procedures and scripts</li><li>
Provide support of Northwest technical products and services</li><li>
Ability to troubleshoot online access issues</li><li>
Make all outbound calls as delivered and instructed in an efficient manner</li><li>
Document results as instructed</li><li>
Ensure compliance with Northwest&rsquo;s policies and procedures, and Federal/State regulations</li><li>
Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency</li><li>
Work as part of a team</li><li>
Work with on-site equipment</li></ul>
KNOWLEDGE, SKILLS, AND ABILITIES:<ul><li>
Ability to establish effective working relationships among team members and participate in solving problems and making decisions</li><li>
Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written</li><li>
Ability to actively listen to what others are saying to achieve understanding, sharing information with others and facilitating the open exchange of ideas and information</li><li>
Ability to establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively use resources such as time and information</li><li>
Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areas</li><li>
Knowledge of Northwest products and services</li><li>
Knowledge of computer, mobile app and bill pay systems</li><li>
Knowledge and proficiency of debit and credit card systems</li><li>
Knowledge of Northwest&rsquo;s automated system</li></ul>
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education:<ul><li>
High School Diploma or Equivalent preferred</li><li>
Associate Degree in Related Subject preferred</li></ul>
Work Experience:<ul><li>
Customer Service Experience preferred</li><li>
Good Technological Background preferred</li></ul>
COMPENSATION:
The pay range for this position is generally $16.50 to $18.50 per hour. Shift differentials are provided for hours worked outside of standard office operations. Actual pay is based on various factors including but not limited to the successful candidate&rsquo;s experience, skills, and knowledge. Benefits are also available.
#LI-EB1</div> 
Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.</div>

Contact Center Specialist - Buffalo, NY

<div>PA0740 Erie Contact Center 
Job Description<div><div>
Start Your Career Where Support Meets Opportunity
Looking for more than just a job? At our Contact Center, you&rsquo;ll find a community that invests in you. With 4&ndash;6 weeks of personalized training, hands-on support from experienced leaders, and a team that&rsquo;s always got your back, you&rsquo;ll be set up for success from day one. Our ergonomic, wellness-focused workspaces help you feel your best&mdash;so you can do your best. And with most of our Supervisors starting in this very role, your future here is full of possibility.
Thank you for your interest in employment at Northwest Bank! Submitting an application to this job posting allows your profile and resume to be reviewed by a Northwest Bank recruiter when a role becomes available at this Contact Center location. Applications will be accepted regardless of whether or not a current vacancy exists. Applicants should also directly apply to any current open positions of interest to ensure consideration.
Our Contact Center Specialists are responsible for providing quality and efficient customer service to clients, utilizing multiple customer databases, and providing technical assistance as required. Contact Center Specialists works to achieve monthly call quality performance while educating clients on products and services.
Northwest Bank's Contact Center is open Monday through Friday 8:00 AM - 8:00 PM and Saturday 9:00 AM - 1:00 PM and is closed regular bank holidays. You can expect to work evening shifts and Saturday hours on a rotating basis. Contact Center Specialists are eligible for a shift differential for hours worked after 5:00 PM.</div><div>
ESSENTIAL FUNCTIONS:<ul><li>
Meet productivity standards and complete work in a timely manner</li><li>
Ensure compliance with scheduling requirements and attendance standards</li><li>
Maintain client and Northwest confidentiality</li><li>
Meet service level standards</li><li>
Achieve Contact Center performance standards</li><li>
Serve as a Contact Center orientation trainer</li><li>
Identify and resolve customer problems in an efficient manner</li><li>
Gather and analyze information skillfully and develop alternative solutions</li><li>
Manage difficult or emotional customer situations</li><li>
Respond promptly to customer needs</li><li>
Respond to requests and meet commitments</li><li>
Speak clearly and persuasively in positive or negative situations</li><li>
Educate clients on the benefits of Northwest products and services</li><li>
Approach others in a tactful manner and reacting well under pressure</li><li>
Demonstrate accuracy and thoroughness</li><li>
Look for ways to improve and promote quality</li><li>
Demonstrate excellent listening and interpretative skills</li><li>
Demonstrate the ability to establish collaborative customer relationships in a fast paced environment</li><li>
Aim to resolve customer inquiries utilizing a First Call Resolution approach</li><li>
Appropriate use of established call policies and procedures and scripts</li><li>
Provide support of Northwest technical products and services</li><li>
Ability to troubleshoot online access issues</li><li>
Make all outbound calls as delivered and instructed in an efficient manner</li><li>
Document results as instructed</li><li>
Ensure compliance with Northwest&rsquo;s policies and procedures, and Federal/State regulations</li><li>
Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency</li><li>
Work as part of a team</li><li>
Work with on-site equipment</li></ul>
KNOWLEDGE, SKILLS, AND ABILITIES:<ul><li>
Ability to establish effective working relationships among team members and participate in solving problems and making decisions</li><li>
Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written</li><li>
Ability to actively listen to what others are saying to achieve understanding, sharing information with others and facilitating the open exchange of ideas and information</li><li>
Ability to establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively use resources such as time and information</li><li>
Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areas</li><li>
Knowledge of Northwest products and services</li><li>
Knowledge of computer, mobile app and bill pay systems</li><li>
Knowledge and proficiency of debit and credit card systems</li><li>
Knowledge of Northwest&rsquo;s automated system</li></ul>
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education:<ul><li>
High School Diploma or Equivalent preferred</li><li>
Associate Degree in Related Subject preferred</li></ul>
Work Experience:<ul><li>
Customer Service Experience preferred</li><li>
Good Technological Background preferred</li></ul>
#LI-EB1</div></div> 
Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.</div>

Contact Center Specialist - Erie, PA

KeyBank

<div>Location:
4910 Tiedeman Road, Brooklyn Ohio
Class Start Date: May 4th, 2026
Training Schedule: Monday thru Friday &ndash; 8 am EST to 5pm EST
Shift schedules after training: Must be available to work Monday &ndash; Saturday with every other Saturday required. Full time shifts may range between 10 am EST to 9 pm EST This role requires on-site training for four months. Once all training, coaching, and development requirements are successfully completed, the role will be designated as fully remote.
Job Summary
We are seeking a client-focused, curious Inbound Customer Service Specialist to support our business clients across a range of products, services, and online banking platforms with technical navigation. This role is key to delivering meaningful, solution-oriented interactions that build trust and long-term relationships for our business clients.
Essential Functions<ul><li>
Deliver exceptional client experience through inbound calls and chats with professionalism, empathy, and efficiency.</li><li>
Build rapport and strengthen client relationships by actively listening, identifying needs, and resolving inquiries with care and accuracy.</li><li>
Educate clients on product features, service benefits, and digital tools to simplify their work and empower their business operations.</li><li>
Provide first-line technical support for online banking platforms, including troubleshooting connectivity, enrollment support, system navigation inquiries, and browser assistance.</li><li>
Translate complex technical concepts into clear, concise and client-friendly language.</li><li>
Demonstrate intellectual curiosity and apply problem-solving skills to resolve client issues on first contact, especially regarding technological solutions for cellular phones, computers, and operating systems.</li><li>
Collaborate with internal teams to ensure timely resolution and follow-up on escalated or complex cases.</li><li>
Document interactions and resolutions accurately in accordance with compliance and service standards within the system of record.</li><li>
Stay current on product updates, system enhancements, and compliance requirements.</li><li>
Contribute to a positive team environment by sharing knowledge, mentoring peers, and supporting team goals.</li><li>
Perform other duties as assigned; duties, responsibilities, and/or activities may change, or new ones may be assigned at any time with or without notice.</li><li>
Comply with all KeyBank policies and procedures, including acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key&rsquo;s clients and Key.</li></ul>
Education<ul><li>
High school diploma or equivalent required; associate or bachelor&rsquo;s degree preferred.</li></ul>
Work Experience<ul><li>
Minimum 2 years of experience in customer service, technical support, or financial services.</li><li>
Demonstrated success in problem solving and resolving client issues/concerns</li><li>
Previous experience in a fast paced, high volume, and high-pressure environment</li></ul>
Skills<ul><li>
Client Engagement: Ability to build rapport and communicate effectively with clients through verbal, written, and interpersonal channels. This skill ensures a client-centric approach that fosters trust, and satisfaction.</li><li>
Customer Service Excellence: The ability to deliver high-quality service by professionally handling inquiries, resolving issues, and building lasting client relationships. This skill is essential for maintaining customer satisfaction and loyalty in a fast-paced call center setting.</li><li>
Technical Issue Resolution: Capability to identify, analyze, and resolve technical issues while explaining solutions to clients. This skill is essential for maintaining service continuity and client confidence in technical support interactions.</li><li>
System Navigation: Ability to professionally navigate multiple systems including web browsers, websites, mobile applications, and internal systems. This skill supports efficient handling of client inquiries and internal processes.</li><li>
Strategic Problem Solving: The ability to analyze situations, identify root causes, and implement effective solutions to complex issues. This skill supports operational efficiency and enhances client trust in the department&rsquo;s capabilities.</li><li>
Adaptability: Capacity to remain flexible, empathetic, and patient in a dynamic call center environment. This skill enables effective handling of client needs and unexpected challenges.</li><li>
Intellectual Curiosity: Proactive interest in learning and understanding technological tools and solutions. This skill drives continuous improvement and innovation in service delivery.</li><li>
Script Adherence: Ability to read and follow call center scripts when handling different scenarios. This skill ensures consistency, compliance, and quality in client interactions.</li><li>
Storytelling: The ability to apply storytelling principles to create engaging, and purposeful conversations that will influence clients with positive and professional outcomes. This skill helps shape positive client perceptions, build trust, and guide interactions toward successful outcomes in a call center environment.</li><li>
Effective Communication: The capacity to convey information clearly and professionally through verbal, written, and interpersonal channels. This skill ensures mutual understanding and supports efficient collaboration across teams and with clients.</li></ul> 
Physical Demands<ul><li>
General Office: Prolonged sitting, ability to communicate face to face in-person or on the phone with teammates and clients, frequent use of PC/laptop, occasional lifting/pushing/pulling of backpacks, computer bags up to 10 lbs.</li></ul>
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
This position is eligible to earn a base hourly rate in the range of $18.75 - $25.00 per hour. Placement within the pay range may differ based upon various factors, including but not limited to skills, experience and geographic location.
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.
Job Posting Expiration Date: 04/15/2026 KeyCorp is an Equal Opportunity Employer committed to sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, pregnancy, disability, veteran status or any other characteristic protected by law.
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 HR_Compliance@keybank.com. 

#LI-Hybrid</div>

Business Banking Contact Center Specialist II

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