About Company
KeyBank, headquartered in Cleveland, Ohio, is one of the largest regional banks in the United States, providing a wide range of retail banking, commercial banking, and investment services to individuals, small businesses, and corporations. With a deep commitment to the communities it serves, KeyBank operates across more than a dozen states, maintaining a strong focus on client relationships, financial wellness, and technological innovation. In the vibrant community of Albany, NY, KeyBank has a long-standing presence, offering accessible financial solutions and playing an active role in local economic development through its branch network and community initiatives. Our mission is to help clients and communities thrive, and we achieve this by fostering a supportive, inclusive, and client-centric culture. Join us in making a real difference.
Job Description
Are you a highly empathetic and solution-oriented individual with a passion for helping others achieve their financial goals? KeyBank is seeking a dedicated Customer Service Consultant to join our remote team, serving clients across various time zones from the comfort of your home office. In this pivotal role, you will be the first point of contact for our valued clients, providing exceptional support and guidance on a wide array of banking products and services. This isn’t just about answering questions; it’s about building trust, understanding unique financial situations, and proactively offering tailored solutions that genuinely enhance our clients’ financial well-being.
Your day will involve managing inbound calls, digital inquiries, and sometimes outbound calls, addressing everything from account inquiries, transaction disputes, online banking assistance, to guiding clients through loan applications or investment opportunities. You’ll be empowered with comprehensive training and cutting-edge tools to navigate complex scenarios, troubleshoot technical issues, and ensure a seamless banking experience. We are looking for someone who can actively listen, articulate complex information clearly, and maintain a calm, professional demeanor even in challenging situations. Success in this role hinges on your ability to not only resolve immediate concerns but also identify underlying needs and educate clients on how to best leverage KeyBank’s extensive suite of offerings.
This remote position requires a strong ability to work independently, manage your time effectively, and maintain a high level of productivity in a home-based environment. You’ll be part of a collaborative virtual team, with access to ongoing support, coaching, and professional development opportunities designed to help you grow your career within KeyBank. We value diversity, equity, and inclusion, and we are committed to providing a workspace where every team member feels valued and respected. If you are passionate about customer service, eager to learn, and ready to contribute to a company that puts clients first, we encourage you to apply and become a vital part of our remote consulting team, supporting clients while based from our presence in the Albany region.
Key Responsibilities
- Serve as the primary point of contact for KeyBank clients, addressing inquiries via phone, email, and chat regarding banking products and services.
- Provide accurate and comprehensive information on accounts, transactions, online banking, and other financial offerings.
- Identify client needs through active listening and effective questioning, recommending appropriate KeyBank solutions.
- Resolve customer complaints and complex issues efficiently and courteously, escalating when necessary.
- Assist clients with technical support for online banking platforms and mobile applications.
- Adhere to all banking regulations, compliance requirements, and company policies.
- Maintain detailed and accurate records of client interactions and resolutions.
- Participate in ongoing training and professional development to enhance product knowledge and service skills.
- Collaborate with internal teams to ensure a seamless client experience.
- Contribute to a positive and productive remote work environment.
Required Skills
- Minimum of 1 year of experience in a customer service role, preferably in a call center or financial setting.
- Exceptional verbal and written communication skills with a clear and professional demeanor.
- Strong problem-solving abilities and a knack for critical thinking.
- Proficiency with computer systems and ability to navigate multiple applications simultaneously.
- Demonstrated empathy and patience when interacting with clients.
- Ability to work independently in a remote setting while maintaining high productivity.
- High school diploma or GED equivalent.
Preferred Qualifications
- Associate's or Bachelor's degree in Business, Finance, or a related field.
- Previous experience in banking, financial services, or a similar regulated industry.
- Familiarity with CRM software and virtual communication tools.
- Proven ability to adapt to new technologies and processes quickly.
- Experience in cross-selling or upselling products based on customer needs.
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- 401(k) plan with company matching contributions.
- Paid time off (PTO) and paid holidays.
- Tuition reimbursement program for continued education.
- Employee assistance program (EAP).
- Generous parental leave.
- Opportunities for career growth and professional development.
- Access to a robust virtual support system and remote work resources.
- Employee wellness programs.
- Banking discounts and benefits.
How to Apply
Interested candidates are encouraged to click on the application link below to submit their resume and cover letter directly through KeyBank’s official careers portal. Please ensure your application highlights your relevant customer service experience and your ability to thrive in a remote work environment. We look forward to reviewing your application!