Senior Client Services - Card Programs

KeyBank; Mountain Home (NC); Hybrid; USD 52,000 - 80,000; Full time

Job summary

The Senior Client Service Specialist at KeyBank is responsible for handling the complex servicing needs of commercial card program clients. You will manage client requests, collaborate with internal teams and vendors, and ensure a best-in-class service experience.

You will perform account maintenance, assist with program website customization, conduct transaction research, and support complex integration efforts, while safeguarding sensitive client data and meeting SLA expectations.

Qualifications

• Minimum five years in financial services, banking, or fintech.
• Minimum 2 years in commercial card experience.
• Minimum 1 year in client management or similar.
• Minimum 2 years in customer service or customer-facing roles.

Responsibilities

• Support card program inquiries from clients, internal teams, and vendor partners.
• Perform account maintenance with attention to accuracy and SLA.
• Assist with simultaneous product integration projects that may include client training.
• Resolve client escalations by determining root cause and reporting issues to manager.
• Provide process improvement guidance to leadership.
• Facilitate website portal training and customization options/needs.
• Safely handle and secure sensitive client data.

Skills

Process improvement

Product management

Vendor management

Issuer processing systems

Financial services

API/ERP/CRM

File transmission

Client escalation

Critical thinking

Communication

Time management

Cross-functional collaboration

Change management

Microsoft Office

Job description

The Senior Client Service Specialist at KeyBank is responsible for handling the complex servicing needs of commercial card program clients. You will manage client requests, collaborate with internal teams and vendors, and ensure a best-in-class service experience.

You will perform account maintenance, assist with program website customization, conduct transaction research, and support complex integration efforts, while safeguarding sensitive client data and meeting SLA expectations.