Sr Client Service Specialist, Commercial Card

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

• General Location: Open to candidates within the United States
• Hybrid Requirement (if within specific cities): If the selected candidate resides near KeyBank office (non-branch location), they are expected to work on-site 2 days per week.
• Remote: if the selected candidate resides outside KeyBank footprint they will be remote.

Location

For Those Who Work At Home, Ohio

Position Location Policy

• General Location: Open to candidates within the United States
• Hybrid Requirement (if within specific cities): If the selected candidate resides near KeyBank office (non-branch location), they are expected to work on-site 2 days per week.
• Remote: if the selected candidate resides outside KeyBank footprint they will be remote.

Job Brief

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.

Essential Job Functions

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

Work Experience

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

Skills

• Process improvement and operational efficiency
• Product management or product support
• Vendor relationship and performance management (preferred)
• Issuer processing systems (TSYS, Fiserv, DXC) (preferred)
• Financial services and fintech operations
• API, ERP, and CRM systems knowledge (preferred)
• File transmission and file feed management (preferred)
• Client escalation management
• Critical thinking and problem-solving
• Written and verbal communication
• Organizational, prioritization, and time management
• Cross-functional collaboration and stakeholder management
• Influence and change management
• Microsoft Office and PC application proficiency

This position is NOT eligible for employment visa (e.g., H-1B) sponsorship. Applicants must be currently authorized to work in the United Stated on a full-time basis.

Compensation And Benefits

This position is eligible to earn a base salary in the range of $52,000.00 - $80,000.00 annually. Placement within the pay range may differ based upon various factors, including but not limited to skills, experience and geographic location. Compensation for this role also includes eligibility for incentive compensation which may include production, commission, and/or discretionary incentives.

Key has implemented an approach to employee workspaces which prioritizes in-office presence, while providing flexible options in circumstances where roles can be performed effectively in a mobile environment.

Job Posting Expiration Date: 10/28/2026

KeyCorp is an Equal Opportunity Employer committed to sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, pregnancy, disability, veteran status or any other characteristic protected by law.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing [e-mail].