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Customer Service Specialist I

Summary

  • Consistently deliver distinctive client service that is knowledgeable, empathetic, patient, prompt, and courteous. Build rapport and strengthen client relationships while servicing client needs with account inquiries, servicing needs, and issue resolution.

  • Research and provide verification and documentation of client issues and resolution.

  • Maintain thorough knowledge and understanding of KeyBank's products and services.

  • Effectively educate clients on the features and benefits of Key's products and services.

  • Recognize client needs and opportunities to offer additional or enhanced products and services.

  • Knowledgeably respond to and overcome client objections.

  • Act as peer mentor to other Banking Specialists, including those recently hired into the same functional unit. Display consultative selling skills to build rapport, strengthen and expand client relationships.

  • Recognize and effectively act upon client retention opportunities.

  • Act as liaison for our clients to provide first call resolution by coordinating and following up with other departments or lines of business as appropriate.

  • Refer clients to the appropriate sales source for sale closure.

  • Strong interest in technology to include mobile, emails and computers.

  • Adhere to established policies and procedures related to servicing, sales, regulatory compliance, quality, and sales client contact strategy

REQUIRMENTS:

  • High school diploma or GED equivalent

  • 1-2 years customer/client services experience

  • Ability to work in a fast-paced, high-volume call center

  • Proven ability to multi-task

  • Demonstrated success in problem solving and resolving client issues/concerns

  • Strong verbal and written communication skills

  • Computer proficiency (especially Windows programs)



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