Location:
3 Corporate Drive - Shelton, Connecticut 06484The Premium Care Specialist will assist in resolving internal and external member inquiries, account servicing, resolving member issues. In addition, will be responsible for suggesting additional products and services. The Premium Care Specialist will answer full range of customer inquiries regarding accounts, products or services by phone, e-mail, video, chat or social media.
ESSENTIAL JOB FUNCTIONS:
• Consistently deliver a high level of member service that demonstrates the core competencies of: knowledge, empathy, patience, promptness and courtesy
• Understands, advocates and discusses products and features with customers via phone, secure chat or email.
• Build rapport and strengthen member relationships through suggestions and servicing members needs with account inquiries, servicing needs, and issue resolution.
• Research and provide verification and documentation of member issues and resolution.
• Maintain thorough knowledge and understanding of Laurel Road products and services.
• Effectively educate members on the features and benefits of Laurel Road products and services.
• Recognize members needs and opportunities to discuss additional or enhanced products and services.
• Demonstrated ability to respond to and overcome member objections.
• Responsible for identifying complex problems and review related information to develop and evaluate options and implement client focused solutions.
• Recognize and effectively act upon member retention opportunities.
• Act as a liaison for our members to provide first call resolution by coordinating and following up with other departments or lines of business (LOB) as appropriate.
• Adheres to compliance procedures and internal/operational risk controls in accordance with any and all applicable regulatory standards, requirements, and policies.
REQUIRED QUALIFICATIONS
Education/Certifications: Highschool diploma or equivalent work experience
Experience:
• Must demonstrate strong listening skills.
• Ability to anticipate members needs in order to accommodate them and provide an exceptional experience.
• Must possess a positive phone/video demeanor and superior written and verbal communication skills.
• Must have a service-oriented mindset and be capable of making every member feel valued.
• Strong organizational skills and attention to detail.
• Possess a positive attitude and be willing to work as part of a team
Key has implemented a role-based Mobile by Design approach to our employee workspaces, dedicating space to those whose roles require specific workspaces, while providing flexible options for roles which are less dependent on assigned workspaces and can be performed effectively in a mobile environment. As a result, this role may be mobile or home based, which means you may work either at a home office or in a Key facility to perform your job duties. If located near a KeyBank location, the position in the future may work partially from a Key facility. If not located near a Key facility, team will consider remote workers.
KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to building a diverse, equitable and inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other protected category.
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.