Sr Client Service Specialist

Location:

Position Location Policy

• General Location: Open to candidates within the United States, requiring coverage of clients in PST, working PST hours.
• Hybrid Requirement (if within specific cities):
• If the selected candidate resides in Cleveland, OH, Buffalo, NY, Albany, NY, Boise, ID, Portland, OR, Denver, CO, Salt Lake City, UT, they are expected to work on-site 2 days per week at the nearest KeyBank office (non-branch location).
• Remote Option:
• If the selected candidate lives outside of KeyBank's geographic footprint, the position will be considered fully remote.

ABOUT COMMERCIAL BANK

The Commercial Bank, now inclusive of Payments, is the heart of KeyBank's business segment and is targeted for rapid growth. Comprised of commercial client relationship teams, commercial risk, onboarding and servicing, Institutional Bank payments business development and payments products and solutions. The Commercial Bank caters to a wide breadth of industry verticals and client segments, and our portfolio of solutions is positioned to support commercial entities of all sizes - from a mom-and-pop restaurant, to a publicly traded company.

The Senior Client Service Specialist is responsible for handling the complex servicing needs of KeyBank's commercial card program clients. The Senior Client Service Specialist will handle various client request types or concerns to include conversations with the client, internal partners and/or vendors ensuring a best-in-class service experience. Perform account maintenance, program website customization, transaction research, and support complex integration efforts.

ESSENTIAL JOB FUNCTIONS

• Support card program inquiries from clients, internal teams, and vendor partners.
• Perform account maintenance with attention to accuracy and achievement within Service-Level-Agreements (SLA).
• Assist with simultaneous product integration projects that may include a client training aspect.
• Effectively resolve client escalations determining root cause and reporting issues to manager to prevent future issues.
• Provide process improvement guidance to enhance efficiencies to leadership.
• Facilitate website portal training and customization options/needs.
• Safe handling and security of sensitive client data.

REQUIRED QUALIFICATIONS

• Five + years in financial services or banking experience, commercial and/or consumer preferred
• Experience in client escalation management/ client support
• Excellent problem solving and and effectively analyze client needs
• Strong internal and external communication skills.
• Organizational skills, including ability to prioritize work.
• Must be able to handle fast paced, ever changing work environment.
• Excellent time management skills.
• Attention to detail.
• A team player with proven ability to build strong collaborative relationships with internal partners.
• Dedicated to exceeding the expectations of clients.
• Ability to identify inefficient processes, recommend solutions.
• An ability to change, influence others, and foster teamwork.
• Proficiency with PCs and standard Microsoft Office software.

PREFERRED QUALIFICATIONS

• Background experience with:
  • Commercial card
  • Product/sales support
  • Financial or fintech industry experience, including work with technical details or requirements such as API knowledge, ERP, and CRM
  • Transmissions and File Feeds
  • Expense Management Software

This position is NOT eligible for employment visa (e.g., H-1B) sponsorship. Applicants must be currently authorized to work in the United Stated on a full-time basis.

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 KeyBank facility to perform your job duties.

COMPENSATION AND BENEFITS

This position is eligible to earn a base salary in the range of $51,000.00 to $60,000.00 annually depending on location and 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 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.

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