Procedural Assistance Line Representative

Location:

Job Summary
As part of Business Performance, Support, and Enablement Team, the PAL (Procedural Assistance Line) Representative will utilize call center environment tools to receive inbound phone calls, emails, and chats from internal clients in the Branch Network and other lines of business to provide policy and procedural support, coaching to self-sufficiency as appropriate. The PAL Representative will advise on escalated, out of the ordinary, branch policy and procedure questions along with supporting the field for complex and/or high-risk items. The PAL Representative is responsible for accurately logging the interaction and using the tools provided to them, escalating questions, inquiries, etc. to Sr PAL Representatives and Team Leaders, following established guidelines, when further assistance is needed. PAL Representatives will need to have the ability to work flexible hours, which may include rotating Saturdays and evenings to support hours of operation.

Responsibilities

• Support branches, other lines of business and retail management with policy and procedure support through phone and chat channels.
• Consistently deliver distinctive service, build rapport, and strengthen client relationships by assisting internal clients with account servicing, inquiries and problem solving.
• Research and provide guidance on escalated, out of the ordinary situations that cannot be answered by using available resources.
• Support branch teams and other lines of businesses, as needed, on complex navigation for high-risk functions as well as any initiatives that require additional support from segment or other partners
• Maintain highly proficient and comprehensive knowledge and understanding of Key Bank's products, services, branch operating policies and procedures, bank systems (Key Counselor, Teller21), online procedure manuals, (KeyPro), bank campaigns, initiatives, etc.
• Act as peer mentor to teammates, including those recently hired into the same functional unit
• Act as liaison for our internal clients to provide resolution by coordinating and following up with other areas, as appropriate
• Work collaboratively in a team, call center environment, to achieve team, department and line of business commitments and goals.
• Ability to identify when callers need assistance from another business unit and redirect accordingly
• Identify and submit online policy and procedure feedback when gaps or incorrect information is uncovered.
• Performs other duties as assigned; duties, responsibilities and/or activities may change or new ones may be assigned at any time with or without notice
• Complies with all KeyBank policies and procedures, including without limitation, acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key's clients and Key.

Education Qualifications

• High School Diploma GED, or equivalent experience (required)

Experience Qualifications

• Minimum of 1 year of Experience in a Retail Banking, including branch operations (required)
• Minimum of 1 year of Demonstrated success in problem solving and resolving client issues/concerns (required)
• Computer proficiency with knowledge and experience in Windows environment (required)
• Demonstrated success in effectively communicating at multiple levels within an organization (required)
• * Strong knowledge of banking products, policies, and procedures (required)

Tactical Skills

• Detailed oriented, strong quality conscious and excellent organizational skills with the ability to manage multiple tasks
• Ability to work in a fast paced, high volume, high pressure, and structured environment
• Interpersonal interaction skills and an ability to build rapport in matter of minutes is vital.
• Ability to listen actively, and take action based on what was heard

Personal Skills

• Critical Thinking: The ability to identify issues, communicate them, and explain the characteristics and steps in effective decision-making
• Decision Making: The ability to follow directions while identifying a defensible course of action among alternatives
• Emotional Intelligence: Describes the concepts and underlying tenets of emotional intelligence (EI) as a skill and cites examples as to the impact of EI on business results
• Problem Solving: Utilizes accepted procedures for problem analysis and resolution; explains the value of a disciplined approach to problem solving
• Persuasion: Describes the importance of listening to communicate for impact and selects most appropriate communication approach depending on message and audience

Practical Skills

• Business Acumen: Works to understand the business priorities of internal and external clients and can describe relevant profitability drivers and considerations
• Change Navigation: Demonstrates the ability to modify work as directed and applies the concept of continuous improvement to develop new skills during change initiatives
• Oral & Written Communication: Demonstrates the ability to speak, write, and present in a way that effectively conveys the intended message to an audience
• Risk Management: Describes key issues and benefits of risk management practices and makes use of organizational resources for risk avoidance and management

Core Competencies

• All KeyBank employees are expected to demonstrate Key's Values and sustain proficiency in identified Leadership Competencies.

Physical Demands

• General Office - Prolonged sitting, ability to communicate face to face in person or on the phone with teammates and clients, frequent use of PC/laptop, occasional lifting/pushing/pulling of backpacks, computer bags up to 10 lbs.

Travel

• Occasional travel to include overnight stay.

Driving Requirements

• Ability to occasionally operate a motor vehicle with a valid driver's license.

COMPENSATION AND BENEFITS

This position is eligible to earn a base hourly rate in the range of $18.00 to $22.60 per hour depending on location and job-related factors such as level of experience. Compensation for this role also includes short-term incentive compensation subject to individual and company performance.

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

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 primarily either at a home office or in a Key facility to perform your job duties.

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.

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