Contact Center Sr Team Leader

Location:

4910 Tiedeman Road - Brooklyn, Ohio 44144

This position does require you to be within a reasonable driving distance from either our Brooklyn, OH location or our Buffalo, NY location. While remote, you could be asked to attend team meetings and special events on site.

Financial Wellness Hours of Operation are :

•         Monday - Friday 8:00 a.m. - 9:00 p.m. EST

•         Saturday 8:00 a.m. - 6:00 p.m. EST

•         Sunday 8:30 a.m. - 5:00 p.m. EST

 Candidates will need to be open to work any shift within the hours of operation

ABOUT THE JOB (JOB BRIEF):

In a wealth servicing environment, the Wealth Servicing team leader will lead a team of 18-20 inbound call center teammates who provide support to high-net-worth clients in their retail banking needs. This leader coaches, develops, leads, and motivates a team that can provide excellent client service in all interactions while analyzing clients' needs, and recommending financial solutions that help Key clients achieve confidence in their financial wellness and achieve their goals.

Tactical Skills:

• Lead by example and ensure consistent delivery of distinctive service for all clients; Develop the skills and confidences required of a high-performing team and profitably grow the business through enduring client relationships
• Is knowledgeable about the client’s accounts and business with the bank and uses sound judgment with customers and transactions
• Leads a team committed to end-to-end ownership and proactive communication with the appropriate coverage teams
• Champions and fosters a culture that embraces change and continuous improvement and aligns change initiatives with the best of present organizational values, strategic intent, and practices; keeps focus on the desired end state while acknowledging the human impact
• Strong work ethic and high level of integrity
• Excellent Time management skills with ability to lead team through multiple priorities
• Demonstrated success in leading teammates to consistent and exception client experience results

Personal Skills:

• Adaptability
• Collaboration
• Critical Thinking
• Decision Making
• Emotional Intelligence

Practical Skills:

• Business Acumen
• Oral & Written Communication
• Risk Management
• Storytelling

• Change Navigation

Core Competencies:

• Coaching Others
• Collaboration
• Customer Support Function
• Customer Support Operations
• Customer Support Policies, Standards, and Procedures
• Decision Making and Critical Thinking
• Leadership
• Managing Multiple Priorities
• Planning: Tactical, Strategic
• Problem Management Process
• Process Improvement
• Results Orientation

• Team Management

REQUIRED QUALIFICATIONS:

• • Demonstrated success in complex problem solving and resolving client issues.
• • Superior interpersonal, verbal and written 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.
• • Ability to work effectively in a high-volume production environment.
• • Computer proficiency with knowledge and experience in a “Windows” environment.
• • Proven leadership skills.
• • Ability to work at a high level of professionalism.

Wealth Servicing Hours of Operation are :

• Monday - Friday
  7:00 a.m. - 12:00 p.m. EST
• Saturday and Sunday
  8:00 a.m. - 9:00 p.m. EST

Candidates will need to be open to work any shift within the hours of operation that best supports their team.

COMPENSATION AND BENEFITS

This position is eligible to earn a yearly compensation in the range of $55,000-$83,000 depending on location and job-related factors such as level of experience

Please click here for a list of benefits for which this position is eligible.

Job Posting Expiration Date: 11/22/2024

KeyCorp is an Equal Opportunity and Affirmative Action Employer