Description:
The Senior Client Service Specialist is responsible for handling the complex servicing needs of KeyBank’s commercial card program clients. They 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.
Work Experience
- Minimum Five years in financial services or banking, or fintech experience
- Minimum 2 years in commercial card (with Commercial card platform or product experience)
- Minimum of 1 year experience relationship or client management, or similar
- Minimum 2 year customer service or customer facing experience
Skills
- Process improvement and operational efficiency
- Product management or product support
- Vendor relationship and performance management (preferred)
- Issuer processing systems (TSYS, Fiserv, DXC) (preferred)
- Financial services and fintech operations
- API, ERP, and CRM systems knowledge (preferred)
- File transmission and file feed management (preferred)
- Client escalation management
- Critical thinking and problem-solving
- Written and verbal communication
- Organizational, prioritization, and time management
- Cross-functional collaboration and stakeholder management
- Influence and change management
- Microsoft Office and PC application proficiency