Location:

For Those Who Work At Home, Ohio

Job Summary
As part of the 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, 11:45 am EST - 8:15 pm EST Monday through Friday, including a Saturday rotation every 4 weeks from 10:30 am EST - 3:00 pm EST to support hours of operation.

Essential Functions

• 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

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

Work Experience

• 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)

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 a matter of minutes is vital
• Ability to listen actively, and take action based on what was heard
• Resolving client concerns and escalated issues to ensure satisfaction and smooth operations.
• Prioritizing tasks efficiently to manage multiple responsibilities and meet deadlines.

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 - $22.60 per hour. Placement within the pay range may differ based upon various factors, including but not limited to skills, experience and geographic location. Compensation for this role also includes incentive compensation subject to individual and company performance.

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 an approach to employee workspaces which prioritizes in-office presence, while providing flexible options in circumstances where roles can be performed effectively in a mobile environment.

Job Posting Expiration Date: 11/11/2025 KeyCorp is an Equal Opportunity Employer committed to sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, pregnancy, disability, veteran status or any other characteristic protected by law.

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 [email protected].

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