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KeyBank · 1 month ago

Sr Client Service Specialist, Merchant Servicing

United States

Full-time

Remote

Mid, Senior Level

$51K/yr - $78K/yr

5+ years exp

KeyBank is a financial services company that is seeking a Senior Client Service Specialist to manage escalated and complex client requests. The role involves supporting client servicing initiatives, resolving escalations, and collaborating with internal teams to enhance client experiences.

Banking

No H1B

Responsibilities

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

Qualification

Financial services experienceClient escalation managementMerchant services knowledgeAnalytical skillsProcess improvementHealthcare vendor servicesPayments knowledgeCommunication skillsOrganizational skillsMicrosoft Office proficiencyTime management skillsAttention to detailTeam player