Sr Client Service Specialist, Commercial Card
About the role
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, including conversations with the client, internal partners and/or vendors, ensuring a best‑in‑class service experience. Duties include performing account maintenance, program website customization, transaction research, and supporting complex integration efforts. The position is open to candidates within the United States; if the selected candidate resides near a KeyBank office (non‑branch location) they are expected to work on‑site 2 days per week, otherwise the role is remote. KeyBank’s workspace approach prioritizes in‑office presence while offering flexible options when the role can be performed effectively in a mobile environment.
Responsibilities
- 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.
Requirements
- 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 in relationship or client management, or similar.
- Minimum 2 years of customer service or customer‑facing experience.
- Applicants must be currently authorized to work in the United States on a full‑time basis (this position is not eligible for employment visa sponsorship).
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
Pay
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 skills, experience, and geographic location. Compensation also includes eligibility for incentive compensation, which may include production, commission, and/or discretionary incentives.
Benefits
The role is eligible for benefits; please click here for a list of benefits for which this position is eligible.