Customer Service Representative KEF

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Job description

Location:

1000 South McCaslin Boulevard - Superior, Colorado 80027

Leasing Services is a division of Key's Technology & Operations (KTO) group and is comprised of several teams that provide post-booking servicing (Customer Service, Collections, Collateral Services, Payment Processing, Funding, Booking and Account Maintenance) for the Key Equipment Finance (KEF) line of business. KEF provides tailored equipment lease and structured finance solutions for mid-to-large commercial, government and specialty finance clients.

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Associate Customer Service KEF - Job Grade 18

Comp Range: $35,300 to $39,300

?The Customer Service Specialist will be responsible for engaging with internal and external clients through a variety of channels (including telephone, e-mail, face to face) in order to resolve any client facing inquiries.

Experience & Education

+ 0-1 year of work experience preferably in a related field * High School Diploma or equivalent work experience required Skillsets Required at all Specialist Levels * Works well with others in a fully developed team environment * Open minded and adaptable to new ideas in a changing environment * Exceptional attention to detail * Ability to work under pressure and meet deadlines * Proficient in Microsoft Office applications * Proficient in 10-Key, able to perform with a high degree of speed and accuracy * Proven ability to handle monetary/ processing functions independently * Proven ability to handle high transaction volumes accurately and meet production goals

Essential Job Function

+ Answer and resolve incoming calls from internal and external customers in a timely manner.* Provide exceptional customer service using the client focused, committed, capable model KEF thrives on.* Maintaining the team support box, mail and reports while ensuring requests are completed in a timely and professional matter.* Assist in updating procedures* Identify and analyze account discrepancies by utilizing both the customer's and in- house information to provide accurate resolutions.* Identify and propose improvement activities in all customer service areas with the objective of achieving goals set for process efficiency and managing risk within established standards.* Embrace strategies and initiatives that positively impact employee engagement, maximize work/life balance and foster a culture of recognition

Differentiating Skills

+ Proven effective verbal/written communication and interpersonal skills * Good judgment knowing when to escalate issues * Ability to identify, assess and escalate concerns appropriately * Comfortable navigating multiple computer systems and applications * Basic knowledge of banking policies, procedures, government regulations * Ability to perform simple scheduled and non-scheduled maintenance functions * Excellent customer service skills

?Assist in other areas of the company, as needed, to ensure service levels and financial targets are met/exceeded

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Customer Service REP KEF - Job Grade 20

Comp Range: $40,000 to $45,000

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The Customer Service Specialist will be responsible for engaging with internal and external clients through a variety of channels (including telephone, e-mail, face to face) in order to resolve any client facing inquiries.

Experience & Education

+ 1+ year of experience in a related field * High School Diploma or equivalent work experience required Skillsets Required at all Specialist Levels * Works well with others in a fully developed team environment * Open minded and adaptable to new ideas in a changing environment * Exceptional attention to detail * Ability to work under pressure and meet deadlines * Proficient in Microsoft Office applications * Proficient in 10-Key, able to perform with a high degree of speed and accuracy * Proven ability to handle monetary/ processing functions independently * Proven ability to handle high transaction volumes accurately and meet production goals

Essential job function

+ Answer and resolve incoming calls from internal and external customers in a timely manner.* Provide exceptional customer service using the client focused, committed, capable model KEF thrives on.* Maintaining the team support box, mail and reports while ensuring requests are completed in a timely and professional matter.* Create and implement process and procedures* Assist in developing trainings as needed.* Assist team leader in resolving escalated requests/calls.* Identify and analyze account discrepancies by utilizing both the customer's and in- house information to provide accurate resolutions.* Identify and propose improvement activities in all customer service areas with the objective of achieving goals set for process efficiency and managing risk within established standards.* Embrace strategies and initiatives that positively impact employee engagement, maximize work/life balance and foster a culture of recognition

Differentiating Skills

+ Proven strong verbal/written communication and interpersonal skills * Good judgement and decision making skills, basic leadership skills * Ability to identify issues and demonstration of basic analytical, research and problem resolution skills * Comfortable navigating multiple computer systems and applications, utilizing resources to solve routine challenges * Moderate knowledge of banking policies, procedures, government regulations * Ability to perform moderate scheduled and non-scheduled maintenance functions * Excellent customer service skills and ability to handle routine/occasional customer service inquiries independently * May train or assist in training new staff * Ability to work with minimal supervision in decision making

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?Assist in other areas of the company, as needed, to ensure service levels and financial targets are met/exceeded

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Senior Customer Service Rep KEF - Job Grade 23

Comp Range: $45,000 - $55,300

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The Customer Service Specialist will be responsible for engaging with internal and external clients through a variety of channels (including telephone, e-mail, face to face) in order to resolve any client facing inquiries.

Experience & Education

+ 3+ years of experience in a related field * College Degree or equivalent work experience required Skillsets Required at all Specialist Levels * Works well with others in a fully developed team environment * Open minded and adaptable to new ideas in a changing environment * Exceptional attention to detail * Ability to work under pressure and meet deadlines * Proficient in Microsoft Office applications * Proficient in 10-Key, able to perform with a high degree of speed and accuracy * Proven ability to handle monetary/ processing functions independently * Proven ability to handle high transaction volumes accurately and meet production goals

Essential Job Function

+ Answer and resolve incoming calls from internal and external customers in a timely manner.* Provide exceptional customer service using the client focused, committed, capable model KEF thrives on.* Maintaining the team support box, mail and reports while ensuring requests are completed in a timely and professional matter.* Create and implement process and procedures* Create and implement trainings as needed.* Assist team leader in resolving escalated requests/calls.Assist team leader in any reporting and team metric data needs.* Provide feedback and any performance issues to the team leader.* Identify and analyze account discrepancies by utilizing both the customer's and in- house information to provide accurate resolutions.* Identify and propose improvement activities in all customer service areas with the objective of achieving goals set for process efficiency and managing risk within established standards.

Differentiating Skills

+ Proven excellent verbal/written communication and interpersonal skills * Excellent judgement and decision making skills, demonstrated leadership skills * Strong analytical, research and problem resolution skills * Comfortable navigating multiple computer systems and applications making connections and utilizing resources to draw conclusions, solve complex challenges * Advanced knowledge of banking policies, procedures, government regulations * Ability to perform complex scheduled and non-scheduled maintenance functions * Excellent customer service skills and proven ability to handle most customer service inquires and diffuse difficult customer situations independently * Trains and assists in training new staff * Ability to work with limited to no supervision in decision making

?Assist in other areas of the company, as needed, to ensure service levels and financial targets are met/exceeded

COMPENSATION AND BENEFITS

This position is eligible to earn a base salary in the range of $35,300 to $55,300 annually depending on job-related factors such as level of experience. Compensation for this role also includes eligibility for short-term incentive compensation and deferred incentive compensation subject to individual and company performance. Please click here for a list of benefits for which this position is eligible.

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.
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