Cross Sales, Senior Client Service Specialist

Job Description:

Job Summary
The Cross Sales, Senior Client Service Specialist will deliver consultative, cross-solutioning expertise to 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 all team and line-of-business sales goals. Added accountability for 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, rate reviews requests, and provide overall support business as needed.

Job Functions

• Demonstrate consultative sales skills for identifying a client’s payment acceptance needs and the aptitude to cross-solution accordingly.
• Ability to negotiate hardware and account pricing relative to current market values.
• Technical expertise related Clover and/or third-party gateway/software integration and functionality
• Client acquisition, cross-sell, and/or retention initiatives through providing tracking information as well as insights based on client escalation analysis.
• 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.
• 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.
• Performs other duties as assigned; duties, responsibilities and/or activities may change, or new ones may be assigned at any time with or without notice
• Complies with all KeyBank policies and procedures, including without limitation, demonstrating professionalism in the workplace, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key’s clients and Key.

Education Qualifications

• Bachelor's Degree Or equivalent work experience

Experience Qualifications

REQUIRED QUALIFICATIONS

• Minimum 3 + years in financial services
• Experience in client escalation management
• Minimum 5+ years in direct sales and solutioning in Merchant Services; direct sales in banking products or financial services a plus
• Strong analytical skills.  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 Microsoft Office software.

PREFERRED QUALIFICATIONS

• Experience at an acquiring bank/acquirer/ merchant services

Tactical Skills

• Skill in completing assignments accurately and with attention to detail
• Time Management
• Ability to maintain effective interpersonal relationships
• Strong organizational skills able to effectively prioritize assignments and competing deadlines in a fast-paced environment.

Core Competencies

• All KeyBank employees are expected to demonstrate Key’s Values and sustain proficiency in identified Leadership Competencies.

Physical Demands

• General Office - Prolonged sitting, ability to communicate face to face in person or on the phone with teammates and clients, frequent use of PC/laptop, occasional lifting/pushing/pulling of backpacks, computer bags up to 10 lbs.

Travel

• Occasional travel to include overnight stay.

Driving Requirements

• Ability to occasionally operate a motor vehicle with a valid driver's license.

Key has implemented a role-based Mobile by Design approach to our employee workspaces, dedicating space to those whose roles require specific workspaces, while providing flexible options for roles which are less dependent on assigned workspaces and can be performed effectively in a mobile environment.  As a result, this role may be mobile or home based, which means you may work either at a home office or in a Key facility to perform your job duties.

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 $55,000.00 to $60,000.00 annually depending on location and job-related factors such as level of experience. Compensation for this role also includes eligibility for short-term incentive compensation and deferred incentive compensation subject to individual and company performance.

Please click here for a list of benefits for which this position is eligible.

Key has implemented a role-based Mobile by Design approach to our employee workspaces, dedicating space to those whose roles require specific workspaces, while providing flexible options for roles which are less dependent on assigned workspaces and can be performed effectively in a mobile environment. As a result, this role may be Mobile or Home-based, which means you may work primarily either at a home office or in a Key facility to perform your job duties.

Job Posting Expiration Date: 07/30/2025

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, disability or veteran status.

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 HR_Compliance@keybank.com.

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KeyBank is an organization collectively committed to helping you unlock your potential and discover what truly drives you. Working here means sharing our purpose to help our clients, colleagues, and communities thrive. You’ll find genuinely supportive teammates, a flexible, inclusive work environment, challenging projects, accessible leaders, and opportunities to grow in your position and your career. For 200 years, Key has opened doors in our communities. Let us open one for you. 

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