Banking Specialist, Inside Sales

Company Name:
Key Bank
About the Business
Clients are the foundation of Key, and they make it possible for us to reach our number one goal of profitably growing revenue. Delivering exceptional client service makes that happen. As a member of our client services team, you will not only help us reach our number one goal, but also will have the opportunity to grow and thrive in a best in class organization. We are always looking for someone who enjoys helping people and is looking to start a career in the banking field. Our call center is a fast-paced and challenging environment where youll have fun and gain the experience youll need to grow and develop in your banking career.
About the Job
In a financial services contact center environment, the Banking Specialist, Inbound Telesales will receive inbound service calls from mass market consumer clients. While interacting with clients during such calls, the Associate will answer inquiries, resolve issues, respond to client needs, uncover and explore opportunities to sell additional products and services, and complete the sales process. The Associate will also accept inbound direct marketing calls and sales referrals from other areas of the enterprise for the purpose of expanding client relationships by completing the sales process and booking applications..
Essential Job Functions
Assist mass market consumer clients with account inquiries, servicing needs, and issue resolution.
Consistently deliver distinctive client service that is knowledgeable, empathetic, patient, prompt, and courteous.
Build rapport and strengthen client relationships while servicing client needs.
Research and provide verification and documentation of client issues and resolution.
Act as liaison for our clients to resolve issues by contacting other centers of expertise as needed.
Maintain thorough knowledge and understanding of KeyBank's products and services.
Effectively educate clients on the features and benefits of Key's products and services.
Recognize implicitly-stated and explicitly-stated client needs and opportunities to offer additional or enhanced products and services.
Knowledgeably respond to and overcome client objections.
Act as peer partner to other Retail Sales through Service Associates including those recently hired into the same functional unit.
Display consultative selling skills to build rapport, strengthen and expand client relationships.
Perform financial reviews of client portfolios and account analysis. Recognize the need/opportunity for additional products and services.
Complete the sale and application process for deposit and credit products and services.
Recognize and effectively act upon client retention opportunities.
Act as liaison for our clients to provide first call resolution by coordinating and following up with other departments or lines of business as appropriate.
Meet and exceed sales, accuracy, and efficiency goals while contributing to the overall sales success of the team, Call Center Sales & Service, and KeyBank.
Adhere to established policies and procedures related to servicing, sales, regulatory compliance, quality, and sales client contact strategy.
Work collaboratively in team environment to achieve team, department, and line of business commitments.
Required Qualifications
High school diploma or GED equivalency.
Minimum 3 years client services/sales experience required.
Demonstrated success meeting established sales/referral goals and measurements.
Strong knowledge of financial products and services.
Work experience requiring multi-tasking and attention to detail.
Demonstrated success in problem solving and resolving client issues/concerns.
Ability to work in high pressure environment.
Excellent phone communication skills.
Strong interpersonal and written communication skills.
Computer proficiency with knowledge and experience in Windows environment.
Sustained full performance in Retail Sales through Service level 3 job function.
Completion of Retail Sales through Service Level 4 Training curriculum.
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.
Careers at Key
KeyCorp is an Equal Opportunity and Affirmative Action Employer Min/Fem/Vet/Disabled
About Key
Cleveland-based KeyCorp is one of the nation's largest bank-based financial services companies, with assets of approximately $87 billion. Key companies provide investment management, retail and commercial banking, consumer finance, and investment banking products and services to individuals and companies throughout the United States and, for certain businesses, internationally. The company's businesses deliver their products and services through branches and offices; a network of 1,576 ATMs; telephone banking centers 800-KEY2YOU (800-539-2968); and a website, Key.com, that provides account access and financial products 24 hours a day.
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