Remote-Eligible Senior Commercial Card Client Success Lead

KeyBank; Kentucky; Hybrid; USD 52,000 - 80,000; Full time

Job summary

KeyBank is seeking a Senior Client Service Specialist to manage complex servicing for commercial card program clients and coordinate with internal partners to deliver a best-in-class service experience.

Responsibilities include accurate account maintenance, client communications, and supporting integration projects while maintaining data security and compliance. Hybrid work with on-site 2 days when near a KeyBank office may apply.

Qualifications

• Five years in financial services or banking, or fintech experience.
• Minimum 2 years in commercial card (with Commercial card platform or product experience).
• Minimum 1 year experience relationship or client management, or similar.
• Minimum 2 year customer service or customer facing experience.

Responsibilities

• Support card program inquiries from clients, internal teams, and vendor partners.
• Perform account maintenance with attention to accuracy and achievement within 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.

Skills

Process improvement

Written communication

Stakeholder management

PC proficiency

Client escalation management

Change management

Vendor management

CRM systems knowledge

API knowledge

Payment programs knowledge

Tools

TSYS

Fiserv

DXC

CRM systems

Job description

KeyBank is seeking a Senior Client Service Specialist to manage complex servicing for commercial card program clients and coordinate with internal partners to deliver a best-in-class service experience.

Responsibilities include accurate account maintenance, client communications, and supporting integration projects while maintaining data security and compliance. Hybrid work with on-site 2 days when near a KeyBank office may apply.