Senior Client Success Specialist (Hybrid/Remote)

KeyBank; New Home (MO); Hybrid; USD 52,000 - 80,000; Full time

Job summary

KeyBank is seeking a Senior Client Service Specialist to manage the complex servicing needs of commercial card program clients. You will handle client conversations, coordinate with internal partners and vendors, and oversee account maintenance and integration efforts.

Responsibilities include supporting inquiries, ensuring SLA adherence, guiding product integrations, resolving escalations, and training clients on website portal customization.

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 in client management or related field.
• Minimum 2 years customer service or customer facing experience.
• This position is not eligible for employment visa sponsorship.

Responsibilities

• Support card program inquiries from clients, internal teams, and vendor partners.
• Perform account maintenance with accuracy and SLA targets.
• Assist with simultaneous product integration projects including client training.
• Resolve client escalations by identifying root causes and reporting to management.
• Provide process improvement guidance to leadership to boost efficiency.
• Facilitate website portal training and customization needs.
• Ensure safe handling and security of sensitive client data.

Skills

Process improvement

Operational efficiency

Product management or product support

Vendor relationship

Performance management

Issuer processing systems

API knowledge

ERP knowledge

CRM systems knowledge

File transmission

Client escalation management

Communication

Time management

Cross-functional collaboration

Change management

Microsoft Office

Tools

TSYS

Fiserv

DXC

Job description

KeyBank is seeking a Senior Client Service Specialist to manage the complex servicing needs of commercial card program clients. You will handle client conversations, coordinate with internal partners and vendors, and oversee account maintenance and integration efforts.

Responsibilities include supporting inquiries, ensuring SLA adherence, guiding product integrations, resolving escalations, and training clients on website portal customization.