KeyBank Looking for Merchant Senior Client Service Specialist, Installation & Technical Support at Cleveland, OH  Full Time

Location:

For Those Who Work At Home – Various, Ohio 44145

About Key Bank Enterprise Payments

Enterprise Payments is the fastest growing business segment in KeyBank, encompassing a leading commercial card, merchant, FX, liquidity, and fintech product set across a wide array of industry verticals and client segments. Our solutions are the software and payments engine that allows businesses to tackle their unique challenges and better engage with their customers-from a mom and pop restaurant, all the way to a publicly traded company. When a business chooses to bank with Key, we can bring not only the bank to the client, but we can also offer innovation and consultative expertise with the help of our fintech products and partnerships to take our clients’ banking experience to the next level.

At Key Bank, our client relationships are our top priority. We are looking for a dedicated and personable Installation & Technical Support advisor to implement, activate and service our clients who are utilizing gateway solutions. The ideal candidate will have a passion for driving results while providing exceptional customer service.

Objectives of this role:

• Able to train clients during onboarding process on all aspects of the following third party gateways:
  • Auth.net, Card Connect, Cyber Source, Tempest, Freedom Pay
• Create servicing tickets; update demographic details in all applicable Fiserv/KeyBank systems
• Assist client through fraud/risk protocol updates on gateway to protect client/bank from fraud losses
• Create, update and follow client playbook for complete training
• Deliver training to client and provide feedback to sales organization
• Partner with Product owner on updates and observations; assist in enhancing sales training and value to clients through feedback and reporting
• Handle escalated servicing requests related to third party gateways; including pricing, downgrades, processing errors, security velocity and appropriate product upgrades/enhancements
• Create, update and provide appropriate reporting to validate results and value added to clients
• Create and deliver ad hoc reporting as requested

Skills and Qualifications

• 5-7 years of experience working within merchant services, financial services, onboarding or client escalation management experience required
• 3 years Merchant OR reseller gateway experience required
• Ability to multitask and prioritize several responsibilities simultaneously
• Strong written and verbal communication skills
• Good attention to detail and organizational skills
• Excellent time management skills
• An ability to change, influence others, and foster teamwork
• 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

Preferred Qualifications

• Experience working with Fiserv and/or Elavon
• Training clients on Merchant or reseller gateway
• Proficiency with software like Excel

ABOUT KEYBANK

Cleveland-based KeyCorp (NYSE: KEY) is one of the nation’s largest bank-based financial service companies, with assets of approximately $137.7 billion.* Key companies provide investment

management, retail and commercial banking, consumer finance, and investment banking products and services to individuals and companies throughout the United States and, for certain businesses, internationally. KeyBank is Member FDIC.

This position is NOT eligible for employment visa sponsorship for non-U.S. citizens

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.

COMPENSATION AND BENEFITS

This position is eligible to earn a base salary in the range of $60,000.00 to $65,000.00 annually depending on 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 for a list of benefits for which this position is eligible.

Please click 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: 03/28/2024

KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to building a diverse, equitable and inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other protected category.

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 .

#LI-Remote

KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to engaging a diverse workforce and 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.