Location:
4910 Tiedeman Road, Brooklyn Ohio
Class Start Date: January 19th 2027
Training Schedule: Monday thru Friday – 8 am EST to 5pm EST
Location: 4910 Tiedeman Road Brooklyn, OH 44144 during training
Shift schedules after training : Must be available to work Monday – Friday. Full-time shifts may range between 9 am EST to 9 pm EST This role requires on-site training for five months. Once all training, coaching, and development requirements are successfully completed, the role will be designated as fully remote.
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.
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
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, especially regarding technological solutions for cellular phones, computers, and operating systems.
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.
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.
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’s clients and Key.
Education
High school diploma or equivalent required; associate or bachelor’s degree preferred.
Work Experience
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
Skills
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.
Customer Service Excellence: The ability to deliver high-quality service by…