Merchant Senior Client Service Specialist

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* 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 in Cleveland, OH, Buffalo, NY, or Albany, NY, they are expected to work on-site 2 days per week at the nearest Key Bank office (non-branch location).
* ** Remote Option:
** If the selected candidate lives outside of Key Bank’s geographic footprint, the position will be considered fully remote. Available to those residing in the United States.
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* Hours:

** 8-5pm EST
** Job Summary
** The Senior Client Service Specialist is is responsible for handling various escalated and complex requests surrounding the day to day servicing of clients (Payments, Embedded Banking, Healthcare, Issuing).  The Senior Client Service Specialist will handle escalated client requests or concerns to include conversations with the client, document detail in bank complaint tracking system and presenting root cause findings to leadership for improvement of overall experience with the customer.  

They will assist with client conversions and implementations, updating equipment, rate reviews and be the escalation point for Relationship Managers, as appropriate, and provide overall support business as needed.
** ESSENTIAL JOB FUNCTIONS
*** Support client acquisition, cross-sell, and/or retention initiatives through providing tracking information as well as insights based on client escalation analysis.
* Handle, resolve and track all client escalations determining root cause and reporting issues to manager to prevent future issues.
* Review daily security (PTS, funds held) reporting from processing vendor.  Provide bank reference as appropriate and work with leadership as needed to approve release of funds and ticket limit increases.
* Partner effectively with internal partners to validate success of processing relationship and provide process improvement guidance to enhance efficiencies to leadership.
* Handle client service requests with efficiency and accuracy keeping the client’s needs in mind.
* Review and analyze and action daily call reporting from vendor to verify procedures are being followed and clients’ needs were met, additional outreach to the client, if appropriate.
* Speak with clients to assist with escalated issues to determine best next steps for client and resolve client issues.  Includes tracking and reporting on root causes to manager.  Document escalated issues in bank complaint tracking system.
* Assist with equipment training and implementation for clients that have escalated through processing partner or internal partner.
* Be point of escalation for Relationship Managers.
* Handle communication around lease declinations, buy backs, DDA changes and managed client engagement to ensure merchant contacts vendor directly.
* Create and deliver ad hoc report as requested and appropriate.
** REQUIRED QUALIFICATIONS
**** Work Experience**
* ** Minimum 5 + years in financial services**
* ** Direct experience at an acquiring bank/acquirer/ merchant services, with direct working experience or understanding from banking of merchant services
*** Card issuing experience, including customer support and servicing (preferred)
* ** Experience in client escalation management
*** Experience in Healthcare vendor services (i.e.. Guidehouse, Revspring, RMS, Zelis Payments, Etc.) (preferred)
* Direct working experience or understanding of Payments / Embedded Banking (preferred)
** Skills
* ** Strong analytical skills, with excellent problem solving and quantitative skills.
* Strong internal and external communication skills.
* Organizational skills, including ability to prioritize work.
* Must be able to handle fast paced, ever changing work environment.
* Excellent time management skills.
* Attention to detail.
* A team player with proven ability to build strong collaborative relationships with internal partners.
* Dedicated to exceeding the expectations of clients.
* Ability to identify inefficient processes, recommend solutions.
* An ability to change, influence others, and foster teamwork.
* Proficiency with PCs and standard…