Business Service Officer, Business Banking

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Business Service Officer, Business Banking

mid · Retail & Commercial Banking

Location:

• General Location: Plymouth Meeting, PA, Cleveland, OH, or Albany, NY, Plymouth Meeting, PA highly preferred. Covering the Eastern Pennsylvania portfolio.

• Hybrid Requirement (if within specific cities): If the selected candidate resides near KeyBank office (non-branch location), they are expected to work on-site 2 days per week.

• Hours: 8-5pm EST

Job Summary
The Business Service Officer (BSO) manages a portfolio of Business Banking clients within an assigned market, reporting to Commercial Onboarding and Servicing (COS). Acting as the primary point of contact, the BSO ensures a premium client experience through timely and high-quality resolution of service requests, proactive outreach, and risk mitigation for both the Bank and its clients.

Essential Functions

• Serve as the first point of contact for client service issues, guiding clients through bank processes.
• Efficiently and promptly handle inquiries and resolve customer problems, taking full ownership through resolution.
• Maintain knowledge of clients’ financial relationships (e.g., deposits, loans, leases) and address related concerns.
• Set up and maintain client deposit products, including account opening.
• Manage customer service for loan and lease products.
• Proactively support customer retention efforts.
• Collaborate with the sales team on portfolio management activities which includes in-person sessions.
• Act as a liaison between internal fraud teams and clients which can include in-person meetings for real time support.
• 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

• Associate's Degree or equivalent experience (required)

Work Experience

• 3+ years of experience in banking or equivalent financial services (required)
• Direct experience working with business clients and financial products (required)

Skills

• General to working knowledge of financial products and services.
• Excellent written and verbal communication skills.
• Strong customer service, active listening, and problem-solving abilities.
• Proficiency in Microsoft Word, Excel, and PowerPoint and navigation of Internet.
• Strong organizational and follow-up capabilities.
• Experience with Salesforce (preferred).

Core Competencies

• All KeyBank employees are expected to demonstrate Key’s Values and abide by Key’s Code of Conduct.

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.

COMPENSATION AND BENEFITS

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.

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.