Merchant Senior Client Service Specialist

Location:

For Those Who Work At Home, Ohio

• General
  
  Location:
  
  Open to candidates within the United States.

• Hybrid Requirement (if within specific cities): If the selected candidate resides in Cleveland, OH, Buffalo, NY, or Albany, NY, they are expected to work on-site 2 days per week at the nearest Key Bank office (non-branch location).

• Remote Option: If the selected candidate lives outside of Key Bank's geographic footprint, the position will be considered fully remote. Available to those residing in the United States.

• Hours: 8-5pm EST

The Senior Client Service Specialist is is responsible for handling various escalated and complex requests surrounding the day to day servicing of clients (Payments, Embedded Banking, Healthcare, Issuing). The Senior Client Service Specialist will handle 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, updating equipment, rate reviews and be the escalation point for Relationship Managers, as appropriate, and provide overall support business as needed.

• Support 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.

Work Experience

• Minimum 5 + years in financial services

• Direct experience at an acquiring bank/acquirer/ merchant services, with direct working experience or understanding from banking of merchant services

• Card issuing experience, including customer support and servicing (preferred)

• Experience in client escalation management

• Experience in Healthcare vendor services (i.e.. Guidehouse, Revspring, RMS, Zelis Payments, Etc.) (preferred)

• Direct working experience or understanding of Payments / Embedded Banking (preferred)

• Strong analytical skills, with 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.

• All Key Bank employees are expected to demonstrate Key's Values and abide by Key's Code of Conduct.

• General Office - Prolonged sitting, ability to communicate face to face in person or on the phone with teammates and clients, frequent use of PC/laptop, occasional lifting/pushing/pulling of backpacks, computer bags up to 10 lbs.

• No travel required

This position is NOT eligible for employment visa (e.g., H-1B) sponsorship. Applicants must be currently authorized to work in the United Stated on a full-time basis.

Key has implemented a role-based Mobile by Design approach to our employee work spaces, dedicating space to those whose roles require specific work spaces, while providing flexible options for roles which are less dependent on assigned work spaces 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…