Senior Client Servicing Specialist, Cross Sales

KeyBank•For Those Who Work At Home, OH

3d•$51,000 - $78,000•Remote

About The Position

The Senior Client Servicing Specialist, Cross Sales will deliver consultative, cross-solutioning expertise to bank's existing merchant client base. Responsibilities include ownership of the end-to-end sales process and technical proficiency for all merchant product offerings including; standalone terminals and the integration of advanced point-of-sale systems. The ability to drive revenue growth while creating value for all clients will be principal for the achievement of all team and line-of-business sales goals. Added accountability for escalated client requests or concerns to include conversations with the client, document detail in bank complaint tracking system and presenting root cause findings to leadership for improvement of overall experience with the customer. They will assist with client conversions and implementations, rate reviews requests, and provide overall support business as needed.

Requirements

3-5+ years in financial services
5+ years in Merchant Service required
Direct sales and solutioning experience or equivalent
Experience in client escalation management
Strong analytical skills.
Excellent problem solving and quantitative skills.
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.

Nice To Haves

Bachelor's Degree or equivalent
Experience at an acquiring bank / acquirer / merchant services
Skill in completing assignments accurately and with attention to detail
Time Management
Ability to maintain effective interpersonal relationships
Strong organizational skills able to effectively prioritize assignments and competing deadlines in a fast-paced environmen.

Responsibilities

Demonstrate consultative sales skills for identifying a client’s payment acceptance needs and the aptitude to cross-solution accordingly.
Ability to negotiate hardware and account pricing relative to current market values.
Technical expertise related to third party VAR integration and functionality.
Evaluate efficiency opportunities with client processing habits to elevate Card Brand interchange savings.
Create value for clients with an in depth understanding of Payment Card Compliance requirements, including safe handling practices of client data.
Client acquisition, cross-sell, and/or retention initiatives through providing tracking information as well as insights based on client escalation analysis.
Handle, resolve and track all client escalations determining root cause and reporting issues to manager to prevent future issues.
Review daily security (PTS, funds held) reporting from processing vendor.
Provide bank reference as appropriate and work with leadership as needed to approve release of funds and ticket limit increases.
Partner effectively with internal partners to validate success of processing relationship and provide process improvement guidance to enhance efficiencies to leadership.
Handle client service requests with efficiency and accuracy keeping the client’s needs in mind.
Review and analyze and action daily call reporting from vendor to verify procedures are being followed and clients’ needs were met, additional outreach to the client, if appropriate.
Speak with clients to assist with escalated issues to determine best next steps for client and resolve client issues. Includes tracking and reporting on root causes to manager.
Document escalated issues in bank complaint tracking system.
Assist with equipment training and implementation for clients that have escalated through processing partner or internal partner.
Be point of escalation for Relationship Managers.
Handle communication around lease declinations, buy backs, DDA changes and managed client engagement to ensure merchant contacts vendor directly.
Create and deliver ad hoc report as requested and appropriate.
Performs other duties as assigned; duties, responsibilities and/or activities may change, or new ones may be assigned at any time with or without notice.
Complies with all KeyBank policies and procedures, including without limitation, demonstrating professionalism in the workplace, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key’s clients and Key.