Merchant Senior Client Service Specialist, Installation & Technical Support
About The Position
The Installation and Technical Support Team is part of the Commercial Onboarding & Servicing (COS) ecosystem. COS consists of five functions: Commercialization & COS Capabilities, Commercial Digital, Employee Experience & Issue Resolution, Onboarding and Servicing. We strive for seamless, transparent, accountable client experiences, enabling and deepening client relationships and retention. (COS) is building a sustainable, scalable, and digitally enabled operating model, all while empowering, promoting, and enhancing client and employee experience. At Key Bank, our client relationships are our top priority. We are looking for a dedicated and personable Installation & Technical Support (ITS) advisor to implement, activate and service our clients who are utilizing gateway solutions. The ideal candidate will have a passion for driving results while providing exceptional customer service.
Requirements
- Minimum 3 years Merchant Services and/or Acquirer experience required
- Minimum 3 years of experience working within onboarding, client escalation management, sales experience, specifically customer facing required
- Knowledge of payment gateway, features and functionalities required
- Project Management skills, including ability to multitask and prioritize several responsibilities simultaneously
- Strong written and verbal communication skills
- Good attention to detail and organizational skills
- Excellent time management skills
- An ability to change, influence others, and foster teamwork
- 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
Nice To Haves
- Experience working with Fiserv and/or Elavon
- Training clients on Merchant or reseller gateway
- Proficiency with software like Excel
Responsibilities
- Able to train clients during the onboarding process on all aspects of the following third party gateways: Authorize.net, CardConnect, Cybersource, CoreCommerce, Bridgepay, Tempest, Freedom Pay
- Create and manage servicing tickets, including updating demographic information across Fiserv and KeyBank systems, assisting merchants with DDA changes, and supporting other account maintenance tasks.
- Assist client through fraud/risk protocol updates on gateway to protect client/bank from fraud losses
- Create, update and follow client playbook for complete training
- Provide ongoing client support for payment gateways and terminal devices, ensuring smooth operation, troubleshooting issues, and assisting with configuration and usage.
- Partner with Product owner on updates and observations; assist in enhancing sales training and value to clients through feedback and reporting
- Handle escalated servicing requests related to third party gateways; including pricing, downgrades, processing errors, security velocity and appropriate product upgrades/enhancements
- Create, update and provide appropriate reporting to validate results and value added to clients
- Create and deliver ad hoc reporting as requested
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
