Senior Commercial Card Client Success Specialist - Hybrid

KeyBank; Decatur (IL); Hybrid; USD 52,000 - 80,000; Full time

Job summary

The Senior Client Service Specialist role at KeyBank handles complex servicing for commercial card clients, performing account maintenance, website customization, and transaction research. You will collaborate with clients, internal partners, and vendors to deliver best-in-class service.

The ideal candidate has extensive financial services experience and strong relationship management skills, with ability to manage escalations and drive process improvements.

Qualifications

• 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 of customer service or client-facing experience.

Responsibilities

• Support card program inquiries from clients, internal teams, and vendor partners.
• Perform account maintenance with accuracy and SLA adherence.
• Assist with concurrent product integration projects incl. client training.
• Resolve client escalations, identify root causes and report issues.
• Provide process improvement guidance to leadership.
• Facilitate website portal training and customization needs.
• Safely handle and secure sensitive client data.

Skills

Client relations

Problem solving

Communication

Cross-functional

Process improvement

Stakeholder mgmt

Time management

Vendor mgmt

CRM systems

Office Proficiency

Tools

TSYS

Fiserv

DXC

APIs

ERP systems

CRM systems

MS Office

Job description

The Senior Client Service Specialist role at KeyBank handles complex servicing for commercial card clients, performing account maintenance, website customization, and transaction research. You will collaborate with clients, internal partners, and vendors to deliver best-in-class service.

The ideal candidate has extensive financial services experience and strong relationship management skills, with ability to manage escalations and drive process improvements.