Commercial Banking Contact Center Specialist II

• 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.

• High school diploma or equivalent required; associate or bachelor's degree preferred.

• 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

•

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.

Physical Demands

• 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.

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: 12/01/2026

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