Sr Client Service Specialist, Commercial Card

KeyBank • For Those Who Work At Home, OH

11d • Hybrid

About The Position

The Senior Client Service Specialist handles complex servicing needs for KeyBank’s commercial card program clients. The role responds to client requests and concerns through coordination with clients, internal partners, and vendors to deliver a high-quality service experience. Responsibilities include account maintenance, program website customization, transaction research, and supporting complex integration efforts. The position may be remote for candidates outside KeyBank’s footprint; candidates near a non-branch KeyBank office are expected to work on-site two days per week.

Requirements

• At least five years of experience in financial services, banking, or fintech.
• At least two years of commercial card experience, including experience with a commercial card platform or product.
• At least one year of relationship management, client management, or similar experience.
• At least two years of customer service or customer-facing experience.
• Skills in process improvement and operational efficiency.
• Experience with product management or product support.
• Knowledge of financial services and fintech operations.
• Ability to manage client escalations; apply critical thinking and problem-solving; communicate effectively in writing and verbally; organize, prioritize, and manage time; collaborate across functions and with stakeholders; and influence and manage change.
• Proficiency with Microsoft Office and PC applications.
• Currently authorized to work in the United States on a full-time basis; this position is not eligible for employment visa sponsorship.

Nice To Haves

• Vendor relationship and performance management experience.
• Experience with issuer processing systems such as TSYS, Fiserv, or DXC.
• Knowledge of API, ERP, and CRM systems.
• Experience with file transmission and file feed management.

Responsibilities

• Support card program inquiries from clients, internal teams, and vendor partners.
• Perform account maintenance accurately and within service-level agreements.
• Assist with simultaneous product integration projects, which may include client training.
• Resolve client escalations, determine root causes, and report issues to the manager to help prevent recurrence.
• Provide process-improvement guidance to leadership to enhance efficiency.
• Facilitate website portal training and customization.
• Handle sensitive client data safely and securely.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed