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SB Sales Specialist

KeyBank Brooklyn, OH Full-Time
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ESSENTIAL JOB FUNCTIONS:
- Answer calls from the Senior Banking Specialist queue for the purpose of servicing calls from Contact Center Banking Specialists seeking assistance with client call de- escalation or questions pertaining to policies and procedures. Provide guidance, troubleshooting expertise and coaching to Contact Center Banking Specialists.
- Answer strategically routed service calls from the automated VRU system for the purpose of servicing and selling KeyBank's wide range of products and services.
- Take client calls and/or escalated calls which can include the taking of loan applications where property is held as collateral.
- Adhere to online policies and procedures, including but not limited to those related to regulatory compliance.
- Consistently deliver distinctive service, build rapport and strengthen client relationships by assisting internal and external clients with account servicing, inquiries, and problem solving utilizing Key's defined servicing/sales call strategies.
- Required to maintain a good working knowledge of the various Contact Center Management System Tools to ensure service levels are met. The Senior Banking Specialist, Sales maintains awareness of Contact Center customer service level goals on weekends and acts as a replacement in the absence of the Production Manager.
- Maintain a thorough knowledge and understanding of the organization and KeyBank's products and services by utilizing Key's online resources.
- Effectively recognize and act upon client retention opportunities.
- Multitask to proficiently navigate through various PC desktop applications and tools while managing a conversation with a client.
- Act as an effective team player that can work collaboratively to achieve team, department and line of business commitments.
- Provide floor support to Contact Center Senior Banking Specialists and take client escalated calls as needed.

REQUIRED QUALIFICATIONS:
- High School Diploma or equivalent.
- Two plus years of client service / sales experience.
- Demonstrated success in complex problem solving and resolving client issues.
- Superior phone communication skills.
- Strong ability to listen actively, and take action based on what was heard.
- Proven experience managing conflict; the ability to defuse others during difficult situations.
- Demonstrated work experience requiring multi- tasking with strong attention to detail.
- Strong interpersonal and written communication skills.
- Ability to work effectively in a high- volume production environment.
- Computer proficiency with knowledge and experience in a Windows environment.

Employees in this job are required to comply with all rules and regulations of The Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (The SAFE Act). Employees hired or transferring into this position will need to meet the qualification requirements, in Key's sole discretion, under Reg. Z, prior to acting as a loan originator in a consumer credit transaction secured by a dwelling. Qualification requirements include but are not limited to an assessment of overall financial responsibility, character, and general fitness through review of a criminal background check, credit report, and information about any administrative, civil, or criminal findings by any government jurisdiction.



FLSA STATUS:Non-Exempt

KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to engaging a diverse workforce and 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, disability, or veteran status.
 

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Client Rapport
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Job ID: 37789BR

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