Call Center - Premium Care Specialist

KeyBank - Shelton, CT

Full-time

Hybrid - Shelton, CT

Credit Intermediation and Related Activities

About the position

The Premium Care Specialist is a hybrid role focused on providing exceptional service to members by resolving inquiries and issues related to accounts, products, and services. This position requires strong communication skills and the ability to build rapport with members while suggesting additional products and services. The role involves both in-office and remote work, with a training period conducted in the office.

Responsibilities

• Deliver a high level of member service demonstrating knowledge, empathy, patience, promptness, and courtesy.
• Advocate and discuss products and features with customers via phone, secure chat, or email.
• Build rapport and strengthen member relationships through suggestions and servicing needs.
• Research and provide verification and documentation of member issues and resolutions.
• Maintain thorough knowledge of Laurel Road products and services.
• Educate members on the features and benefits of products and services.
• Recognize member needs and opportunities for additional products and services.
• Respond to and overcome member objections effectively.
• Identify complex problems and develop client-focused solutions.
• Act as a liaison for members to provide first call resolution by coordinating with other departments.
• Adhere to compliance procedures and internal risk controls.

Requirements

• High school diploma or equivalent work experience.
• Strong listening skills and ability to anticipate member needs.
• Positive phone/video demeanor and superior written and verbal communication skills.
• Service-oriented mindset to make every member feel valued.
• Strong organizational skills and attention to detail.
• Positive attitude and willingness to work as part of a team.