Sr Client Service Specialist
About The Position
The Commercial Bank, now inclusive of Payments, is the heart of KeyBank’s business segment and is targeted for rapid growth. Comprised of commercial client relationship teams, commercial risk, onboarding and servicing, Institutional Bank payments business development and payments products and solutions. The Commercial Bank caters to a wide breadth of industry verticals and client segments, and our portfolio of solutions is positioned to support commercial entities of all sizes - from a mom-and-pop restaurant, to a publicly traded company. 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.
Requirements
- Five + years in financial services or banking experience, commercial and/or consumer preferred
- Experience in client escalation management/ client support
- Excellent problem solving and 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.
Nice To Haves
- 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
Responsibilities
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
