Cross Sales, Senior Client Service Specialist

KeyBank; Ohio; Remote; USD 55,000 - 60,000; Full time

Job summary

An established industry player is seeking a Senior Client Service Specialist to enhance client relationships and drive revenue growth. This role involves consultative sales, technical proficiency in merchant products, and managing client escalations. You will engage in client acquisition and retention initiatives while ensuring compliance with company policies. The ideal candidate will possess strong analytical and communication skills, thrive in a fast-paced environment, and have a proven track record in financial services. Join a team that values collaboration and is committed to exceeding client expectations.

Qualifications

• 3+ years in financial services with client escalation management experience.
• 5+ years in direct sales and solutioning in Merchant Services.

Responsibilities

• Deliver consultative sales expertise to existing merchant clients.
• Manage escalated client requests and concerns effectively.

Skills

Client Escalation Management

Analytical Skills

Problem-Solving Skills

Communication Skills

Organizational Skills

Time Management

Collaborative Relationship Building

Education

Bachelor's Degree or equivalent

Tools

Microsoft Office

Job description

Location:

For Those Who Work At Home - Various, Ohio 44144

Job Summary
The Cross Sales, Senior Client Service Specialist will deliver consultative, cross-solutioning expertise to the 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 advanced point-of-sale system integrations. The role focuses on driving revenue growth and creating value for clients, while managing escalated client requests and concerns. Additional duties involve client conversions, implementations, rate reviews, and providing overall support to the business.

Job Functions

• Demonstrate consultative sales skills to identify client payment acceptance needs and cross-solution accordingly.
• Negotiate hardware and account pricing based on current market values.
• Possess technical expertise related to third-party VAR integration and functionality.
• Evaluate processing habits to optimize Card Brand interchange savings.
• Create value through understanding Payment Card Compliance and data handling practices.
• Engage in client acquisition, cross-sell, and retention initiatives, providing insights from escalation analysis.
• Handle, resolve, and track client escalations, determining root causes and reporting issues.
• Review daily security reports, coordinate fund releases, and work with leadership on approvals.
• Partner with internal teams to validate processing success and suggest process improvements.
• Manage client service requests efficiently, keeping client needs in focus.
• Analyze daily call reports, verify procedures, and conduct additional outreach if needed.
• Assist with equipment training and implementation for escalated clients.
• Serve as a point of escalation for Relationship Managers.
• Communicate about lease declinations, buy backs, DDA changes, and manage client engagement with vendors.
• Create and deliver ad hoc reports as needed.
• Perform other duties as assigned, with responsibilities subject to change.
• Ensure compliance with all KeyBank policies and ethical standards.

Education Qualifications

• Bachelor's Degree or equivalent (preferred)

Experience Qualifications

REQUIRED QUALIFICATIONS

• Minimum 3+ years in financial services
• Experience in client escalation management
• Minimum 5+ years in direct sales and solutioning in Merchant Services; banking or financial services sales experience is a plus
• Strong analytical, problem-solving, and quantitative skills
• Excellent communication skills, both internal and external
• Organizational skills with the ability to prioritize
• Ability to thrive in a fast-paced, changing environment
• Excellent time management and attention to detail
• Proven ability to build collaborative relationships
• Dedicated to exceeding client expectations
• Ability to identify and recommend process improvements
• Influence and foster teamwork effectively
• Proficiency with PCs and Microsoft Office

PREFERRED QUALIFICATIONS

• Experience at an acquiring bank, acquirer, or merchant services provider

Tactical Skills

• Attention to detail, accuracy in completing assignments
• Effective time management
• Interpersonal relationship skills
• Strong organizational skills to prioritize in a fast-paced environment

Core Competencies

• Demonstrate KeyBank's values and leadership competencies

Physical Demands

• Prolonged sitting, face-to-face and phone communication, frequent PC use, occasional lifting up to 10 lbs.

Travel

• Occasional travel, including overnight stays

Driving Requirements

• Occasional operation of a motor vehicle with a valid driver’s license

Note: This role may be remote or home-based, supporting KeyBank's Mobile by Design workspace approach.

This position is not eligible for employment visa sponsorship. Applicants must be authorized to work in the U.S. full-time.

Compensation and Benefits

The salary range is $55,000 - $60,000 annually, plus eligibility for incentive compensation based on performance. Benefits details are available upon request.

KeyBank is committed to an inclusive culture and equal opportunity employment. Reasonable accommodations are available for applicants with disabilities or disabled veterans.

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