Sr Client Service Specialist - Remote Eligible

Senior Client Service Specialist

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 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 States 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.

KeyCorp is an Equal Opportunity Employer committed to 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.