Sr Client Serv Spec, Cross Sls

Location:

For Those Who Work At Home, Ohio

The Cross Sales Senior Client Service Specialist will deliver consultative, cross‑solutioning expertise to the bank's existing merchant client base. Responsibilities include ownership of the end‑to‑end sales process and technical proficiency for all merchant product offerings, including standalone terminals and the integration of advanced point‑of‑sale systems. The ability to drive revenue growth while creating value for all clients will be principal for the achievement of team and line‑of‑business sales goals.

Additional accountability includes handling escalated client requests or concerns, documenting details in the bank complaint tracking system, and presenting root‑cause findings to leadership to improve the overall customer experience. The role assists with client conversions and implementations, rate review requests, and general business support as needed.

• Demonstrate consultative sales skills for identifying a client's payment acceptance needs and the aptitude to cross‑solution accordingly.
• Negotiate hardware and account pricing relative to current market values.
• Provide technical expertise related to third‑party VAR integration and functionality.
• Evaluate efficiency opportunities with client processing habits to elevate Card Brand interchange savings.
• Create value for clients with an in‑depth understanding of Payment Card Compliance requirements, including safe handling practices of client data.
• Lead client acquisition, cross‑sell, and retention initiatives, providing tracking information and insights based on client escalation analysis.
• Handle, resolve, and track all client escalations, determining root cause and reporting issues to management to prevent future problems.
• Review daily security (PTS, funds held) reporting from processing vendors.
• Provide bank reference as appropriate and collaborate with leadership to approve fund release and ticket limit increases.
• Partner effectively with internal partners to validate processing relationships and provide process improvement guidance to leadership.
• Execute client service requests efficiently and accurately, always keeping the client's needs in mind.
• Analyze daily call reporting from vendors to verify procedures are being followed and client needs met; conduct additional outreach as appropriate.
• Assist with equipment training and implementation for clients escalated through processing partners or internally.
• Serve as point of escalation for Relationship Managers.
• Manage communications regarding lease declinations, buy‑backs, DDA changes, and maintain merchant engagement to ensure direct vendor contact.
• Create and deliver ad hoc reports as requested.
• Perform additional duties as assigned; responsibilities may change without notice.
• Comply with all Key Bank policies and procedures, including ethical conduct and acting in the best interests of clients.

• Education: Bachelor's Degree or equivalent (preferred)
• Experience: Minimum 5 years in financial services, acquiring, accounting, and client escalation management; minimum 5 years in merchant services direct sales and solutioning.
• Strong analytical, problem‑solving, and quantitative skills.
• Excellent organizational, time‑management, and prioritization abilities.
• Attention to detail and a proven ability to build collaborative relationships with internal partners.
• Dedication to exceeding client expectations and identifying inefficient processes.
• Proficiency with PCs and standard Microsoft Office software.
• Ability to adapt, influence others, and foster teamwork.
• Physical demands include prolonged sitting, PC usage, occasional lifting of up to 10 lbs, and occasional travel with overnight stays.
• Valid driver's license for occasional vehicle operation.

Base salary range: $52,000.00 – $80,000.00 annually. Compensation may vary based on skills, experience, and geography. Eligible for incentive compensation, including production, commission, and discretionary incentives. Benefits include health, dental, vision, retirement, and other standard corporate benefits.

Key Corp 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