Sr Client Service Specialist, Commercial Card

KeyBank; Naples (FL); 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 our commercial card program clients. You will engage with clients, internal teams, and vendors to deliver best-in-class service, perform account maintenance, and support integration projects.

The role emphasizes accuracy, SLA adherence, and secure handling of sensitive data, with opportunities to train clients on portal usage and customization while coordinating with cross-functional teams.

Qualifications

• Five years in financial services or fintech experience.
• Two years in commercial card (product) experience.
• One year in client management or similar experience.
• Two years customer service or customer-facing experience.

Responsibilities

• Handle complex servicing needs for commercial card program clients.
• Perform account maintenance with accuracy and SLA adherence.
• Assist with product integration projects, including client training where needed.
• Resolve client escalations by identifying root causes and reporting issues.
• Provide guidance on process improvements to leadership for efficiencies.
• Coordinate website portal training and customization options for clients.
• Safely handle and protect sensitive client data.

Skills

Process improvement

Product support

Vendor management

Issuer processing systems

Financial services

APIs/ERP/CRM

File transfer

Client escalation

Critical thinking

Written communication

Time management

Cross-functional collaboration

Influence/change management

MS Office

Job description

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: 10/20/2026

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].