Job Description

Sr. PAL Representative Location Remote : Location: For Those Who Work At Home - Various, Ohio 44145 Job Summary As part of Business Performance, Support, and Enablement Team, the Sr 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. This role provides guidance to internal clients based on a comprehensive understanding and awareness bank policy and procedure. Builds and maintains relationship with Line of Business Partners, Product Managers and SMEs (Service Matter Experts) within various departments of KeyBank. The Sr PAL Representative is responsible for serving in a leadership role by assisting the PAL Representatives with resolving more complex policy and procedure questions through the VAQ/Escalation process, coaching team to use available resources (i.e., Key Pro, etc.) to answer questions, and identify gaps in knowledge or process breakdowns for improvement opportunities. The Sr PAL Representative works SM9 escalations through to completion and adheres to the defined process. Serves as backup to the PAL Team Leader as needed. The Sr PAL Representative will need to have the ability to work flexible hours, which will include rotating Saturdays, possible evenings and remote to support hours of operation. Responsibilities

• Support branches, other lines of business, and retail management with policy and procedure support through phone, email, and chat channels. Resolves client issues. Guides and instructs bankers on how to communicate information to external clients.
• Manage the escalation process (i.e., chat, IWs chat, phone line) by answering questions from PAL Representatives requiring help with more complex policy and procedure questions.
• Consistently deliver distinctive service, build rapport, and strengthen client relationships by assisting internal clients with account servicing, inquiries, and problem solving; peer coaches PAL teammates to high performance
• Represent PAL as a Subject Matter Expert on projects and initiatives as required; Assist the Team Leader in implementing necessary business process changes or enhancements and training new employees.
• Effectively recognizes audit and retention objectives by ensuring that all communication and supporting documentation are properly labeled and stored/saved in their designated program(s), folders(s) and file(s).
• 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.
• Research and provide verification and documentation of client issues and resolution.
• Maintain a working knowledge of the various Workforce Management Tools to ensure goals/ service levels are met.
• Multitask to proficiently navigate through various PC desktop applications and tools while managing a conversation with an internal client.
• Act as an effective team player that can work collaboratively to achieve team, department, and line of business commitments; peer coach team members to high performance
• Identify and submit online policy and procedure feedback when gaps or incorrect information is uncovered; Identify opportunities for improvement and present proposed solutions to management.
• 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
• 3+ years Experience in a Retail Banking, including branch operations (required)
• 3+ years Demonstrated success in problem solving and resolving client issues/concerns (required)
• Superior phone communication skills, with Contact center experience a plus (required)
• Proven ability to coach others to success and guide peers on operational performance and call handling skills (required)
• Strong knowledge of banking products, policies, and procedures (required)
• Demonstrated success in effectively communicating at multiple levels within an organization (required)
Tactical 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
• Detailed oriented, strong quality conscious and excellent organizational skills with the ability to manage multiple tasks
• Interpersonal interaction skills and an ability to build rapport in matter of minutes is vital
• Ability to work effectively in a high-volume production environment with demonstrated effective project management and change management skills
Personal Skills
• Critical Thinking: The ability to identify, obtain, and organize relevant data and ideas and prioritize concerns in the decision-making process
• Decision Making: The ability to select the right activities to work on from a range of competing priorities and stands by decisions in the face of conflict or unexpected outcomes
• Emotional Intelligence: Identifies relevant EI components, practices, benefits, and development venues and discusses issues and considerations needed to advance one's own EI maturity
• Problem Solving: Demonstrates the ability to examine a specific problem and understand the perspective of stakeholders; uses fact-finding techniques to identify and document specific problems
• Persuasion: Provides persuasive messages using well-reasoned arguments to address audience concerns or reactions; explains others' viewpoints and asks questions to ensure mutual understanding
Practical Skills
• Business Acumen: Participates in business tasks to get things done in own business unit and communicates key considerations for business decision-making processes
• Change Navigation: Articulates the rationale for, and positive and negative consequences of change so as to help others adapt; encourages exploration of non-traditional ideas by team members leveraging the concept of continuous improvement
• Oral & Written Communication: Possesses the ability to adapt listening and facilitation style to others' communication styles and uses various approaches appropriately and effectively
• Risk Management: Implements or manages risk management for own business unit and documents key steps of the risk management process and associated procedures
• Constructive Debate: Uses active listening skills and probing techniques to understand other positions and applies a fact-based approach to responding
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 $18.75 to $25.00 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. Job Posting Expiration Date: 01/26/2024 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 . #LI-Remote

Job Tags

Hourly pay, Full time, Temporary work, Remote job, Home office, Flexible hours, Night shift, Saturday, Afternoon shift,

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