Senior Client Servicing Specialist, Cross Sales

Location:For Those Who Work At Home, OhioPosition Location PolicyGeneral 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, or other KeyBank location they are expected to work on-site 2 days per week at the nearest KeyBank office (non-branch location).Remote Option: If the selected candidate lives outside of KeyBank's geographic footprint, the position will be considered fully remote.Hours: 8-5pm ESTJob SummaryThe Senior Client Servicing Specialist, Cross Sales 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 FunctionsDemonstrate 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 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.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.Performs other duties as assigned; duties, responsibilities and/or activities may change, or new ones may be assigned at any time with or without plies with all KeyBank policies and procedures, including without limitation, demonstrating professionalism in the workplace

Created: 2025-12-11