Senior Client Services Lead, Card Program - Remote

KeyBank; United States; Hybrid; USD 52,000 - 80,000; Full time

Job summary

The Senior Client Service Specialist is responsible for handling the complex servicing needs of KeyBank's commercial card program clients. They will handle various client request types or concerns to include conversations with the client, internal partners and/or vendors ensuring a best-in-class service experience.

Perform account maintenance, program website customization, transaction research, and support complex integration efforts.

Qualifications

• Minimum five years in financial services or banking, or fintech experience.
• Minimum 2 years in commercial card with 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 accuracy and achievement within SLA.
• Assist with simultaneous product integration projects that may include a client training aspect.
• Effectively resolve client escalations by reporting root causes to prevent repeats.

Skills

Process improvement

Relationship management

Vendor management

Customer service

Communication skills

Tools

API systems

ERP systems

CRM systems

Job description

The Senior Client Service Specialist is responsible for handling the complex servicing needs of KeyBank's commercial card program clients. They will handle various client request types or concerns to include conversations with the client, internal partners and/or vendors ensuring a best-in-class service experience.

Perform account maintenance, program website customization, transaction research, and support complex integration efforts.