locations
Remote, United States
time type
Full time
posted on
Posted 6 Days Ago
job requisition id
R-16017
Location:
For Those Who Work At Home – Various, New York 10705
This position can be filled Remotely!
Standard schedule is Monday – Friday 7:30AM – 4:30PM EST
Team Culture
Payment and Deposit Operations fosters a culture founded on accountability, teamwork, leadership, intellectual curiosity and a balanced foundation between work and personal life.
Job Functions and Competency Overview:
Responsible for providing Cash Vault support for branches, clients and vendors. Position focus is on technical/functional support to our internal Key Employees, contractors and vendors.
Responsibilities/Competencies:
- Resolve incoming client calls based on departmental goals – minimum 88%.
- Maintain an average handle time of 8 minutes
- Perform initial problem determination by asking client troubleshooting questions in a systematic manner.
- Focus on the delivery of excellent service.
- Consistently utilize troubleshooting skills and tools for maximum efficiency and effectiveness.
- Assess initial impact in incident record; set record priority level as well as escalates in a timely manner.
- Capture large scale customer group impact problem escalation opportunities’ in a timely manner.
- Promptly notify Critical Incident Center of urgency issues after collecting required information for escalation.
- Detect patterns of callbacks affecting client or environment, assess impact and take action.
- Take ownership and responsibility of client technical/functional problems.
- Lead by example; independently makes decisions on course of action to get the client back in to production in a timely manner.
- Be a positive, professional resource for clients and support partners’.
- Utilize resources – knowledge, news alerts, senior associates and managers.
- Manage challenging calls, maintain control.
- Take opportunities’ to keep clients well informed during the call.
- Multitask when handling departmental group chats.
- Gather data necessary for application specific reports
- High school diploma or equivalent required
Preferred Qualifications:
- One to three years of relevant work experience
- IT Associates, Bachelor’s degree or IT Certification preferred
- One to three years experience with Branch or Cash Vault Support preferred
- Basic knowledge of Cash Vault / ATM Operations strongly preferred
- Effective telephone skills
- Effective communication skills
- Ability to make sound decisions based on logical reasoning
- Commitment to team concept
- Effective problem determination skills
- Effective listening skills
- Ability to work in a fast-paced & high-volume environment
- Basic working knowledge of Quest , Service Manager and/or MTO /ISA/ICM preferred
COMPENSATION AND BENEFITS
This position is eligible to earn a base salary in the range of $17.60 to $25.40 per hour depending on job-related factors such as level of experience. Compensation for this role also includes eligibility for short-term incentive compensation and deferred 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 either at a home office or in a Key facility to perform your job duties.