Location:4910 Tiedeman Road - Brooklyn, Ohio 44144Location: This position does require you to be located within the Cleveland, OH office or the Amherst, NY office. At this time, we could ask you to attend on site meetings occasionally or if you have equipment issues, you could need to utilize the local offices there to upgrade that equipment.Training: Begins on March 4th and is scheduled Monday - Friday from 8-5pm eastern for the first several months.Shifts: There are various shift available for this role including 2nd shift and mid shifts. Each shift would require working an alternating Saturday scheduled.ABOUT THE JOB (JOB BRIEF)In a financial services contact center environment, the Customer Service Specialist II will receive inbound service calls, from Commercial or Business clients. While interacting with clients, the Customer Service Specialist II will answer inquiries, resolve issues, and respond to client needs, The Customer Service Specialist II may support multiple online platforms such as KeyNavigator.ESSENTIAL JOB FUNCTIONSConsistently deliver distinctive client service that is knowledgeable, empathetic, patient, prompt, and courteousBuild rapport and strengthen client relationships while servicing client needs with account inquiries, servicing needs, and issue resolutionResearch and provide verification and documentation of client issues and resolutionMaintain thorough knowledge and understanding of Key Bank's products and servicesKnowledgeably respond to and overcome client objectionsAct as liaison for our clients to provide first call resolution by coordinating and following up with other departments or lines of business as appropriateMeet accuracy, efficiency and sales (where applicable) goals while contributing to the overall success of the team, Call Center Service, and KeyBank.Adhere to established policies and procedures related to servicing, regulatory compliance, quality, and client contact strategyWork collaboratively in a team environment to achieve team, department, and line of business commitmentsAct as peer mentor to other Service Specialists, including those recently hired into the same functional unitAdditional responsibilities for Business Banking* Ability to troubleshoot technical errors, diagnose internet connectivity and translate complex resolutions for hardware and software systems* Assist clients with importing, exporting and mapping data files for formatting into Microsoft applications (Word, Excel, Quicken etc.)* Responsible for interpreting and translating complex technical procedures and terms in a client centric language that includes web browsers and operating systemsREQUIRED QUALIFICATIONS* High school diploma or GED equivalency* 2-3 years client services and/or sales experience required* Work experience requiring multi-tasking and attention to detail* Demonstrated success in problem solving and resolving client issues/concerns* Ability to work in a fast paced, high volume, and high-pressure environment* Strong interpersonal and written communication skills* Computer proficiency with knowledge and experience in Windows environment* Ability to lift 10 lbsCOMPENSATION AND BENEFITSThis position is eligible to earn an hourly rate of $21 per hour.Please click for a list of benefits for which this position is eligible.Key has implemented a role-based Mobile by Design approach to our employee workspaces, dedicating space to those whose roles require specific workspaces, while providing flexible options for roles which are less dependent on assigned workspaces and can be performed effectively in a mobile environment. As a result, this role may be Mobile or Home-based, which means you may work primarily either at a home office or in a Key facility to perform your job duties.Job Posting Expiration