Call Center - Premium Care Specialist

KeyBank - Shelton, CT

Full-time - Entry Level

Hybrid - Shelton, CT

Credit Intermediation and Related Activities

About the position

The Premium Care Specialist at KeyBank is a vital role focused on delivering exceptional service to both internal and external members. This position is responsible for addressing a wide range of member inquiries related to accounts, products, and services through various communication channels including phone, email, video, chat, and social media. The specialist will play a key role in resolving member issues, providing account servicing, and suggesting additional products and services that may benefit the members. In this role, the Premium Care Specialist will consistently demonstrate core competencies such as knowledge, empathy, patience, promptness, and courtesy. Building rapport with members is essential, as the specialist will need to strengthen relationships by effectively addressing account inquiries and servicing needs. The position requires thorough research and documentation of member issues, ensuring that all resolutions are well-verified and communicated clearly to the members. Additionally, the specialist will be responsible for educating members about the features and benefits of Laurel Road products and services, recognizing opportunities for member retention, and acting as a liaison to provide first-call resolution by coordinating with other departments as necessary. Adherence to compliance procedures and internal risk controls is crucial, ensuring that all actions align with regulatory standards and company policies.

Responsibilities

• Assist in resolving internal and external member inquiries and account servicing.
• Deliver a high level of member service demonstrating knowledge, empathy, patience, promptness, and courtesy.
• Discuss products and features with customers via phone, secure chat, or email.
• Build rapport and strengthen member relationships through effective servicing and suggestions.
• 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.