Contact Center-Commercial Specialist II

2-3 years client services and or sales experience required
High school diploma or GED equivalency
Demonstrated success in problem resolution, multi-tasking and attention to detail.
Basic computer skills and working knowledge of how to navigate web browsers, websites and mobile applications.
Strong interpersonal, verbal, and written communication skills.
Flexibility, empathy, and patience to work in a fast-paced, high-volume call center.
Ability to read and follow call center ‘scripts’ when handling different scenarios.

Consistently deliver distinctive client service that is knowledgeable, empathetic, patient, prompt, and courteous
Research and provide verification and documentation of client issues and resolution
Maintain highly proficient and current comprehensive knowledge of Contact Center and KeyBank’s’ policies, procedures and products – Deposits and Credit
Knowledgeably respond to and overcome client objections
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
Responsible for interpreting and translating complex technical procedures and process in a client centric language
Provide technical and customer service support in the areas of trouble shooting, diagnostic testing, and error resolution on PC operating systems with Strong verbal and writing communication for account servicing, complex issues and online channel inquiries – navigation and technical
Adhere to established policies and procedures related to servicing, regulatory compliance, quality, and client contact strategy
Work collaboratively in a team environment to achieve team, department, and line of business commitments

No preferred qualifications provided.