Contact Center Specialist - Laurel Road

Job description          

Laurel Road, a brand of Key Bank, is part of the expanding FinTech space: we offer Mortgages, Student Loans, and Personal Loans through a digital online experience, We simplify the process for both borrowers and bankers, while increasing choices of products, improving tracking, and offering a positive banking experience.

The Mortgage Loan Officer for the Physician Mortgage Program with Laurel Road is responsible for mortgage originations through Laurel Road's referral sources from the medical professional community.


Responds to customer inquiries via phone, secure chat or email regarding the LRB products. Understands, advocates and discusses products and features with customers.
Provides outstanding customer service to each customer and ensure the customer relationship is maintained at the highest possible level.
Performs outbound outreach to customers and work with the applicant and the operations team to successfully move applications through the process to funding.
Develops and maintains working knowledge of internal policies, procedures and products.
Receives inquiries from customers by telephone or e-mail and communicates response effectively. Investigates and resolves or reports customer problems. Identifies and escalates difficult customer situations to the appropriate party.
Utilizes automated systems to log and retrieve information.
Takes ownership of resolving customer’s inquiries.

KNOWLEDGE, SKILLS and ABILITIES (Required for this job.):
Professional demeanor and a strong work ethic.
Strong ability to proactively anticipate and solve the customers concerns.
Strong ability to multitask and re-prioritize tasks as required.
Proactive and enthusiastic.
Strong and effective verbal and listening skills to provide courteous and professional customer service.
Strong ability to remain calm, courteous and professional when handling difficult calls and requests.
Strong ability to develop and maintain working knowledge of the organization’s products and services.
Self- motivated, resourceful, productive team member.
Must enjoy a fast paced, customer driven environment
Ability to build positive relationship with customers and other team members
Effective PC skills including, electronic mail, intranet and industry standard applications.
Ability to learn and use additional applications as necessary.
Ability to use phone system effectively.
Ability to shift gears quickly is important.
EDUCATION/EXPERIENCE REQUIREMENTS (minimum education and/or years of experience required to perform the job.)
High school diploma or equivalent work experience.
Required Years of Work Experience: 2

Previous experience in financial services and /or experience working in a contact center.


KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to engaging a diverse workforce and 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, disability, or veteran status.

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Laurel Road, a brand of Key Bank, is part of the expanding FinTech space: we offer Mortgages, Student Loans, and Personal Loans through a digital online experience, https://www....