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The Client Service Team Lead is responsible for handling various escalated and complex requests surrounding the day to day servicing of merchant services & healthcare clients. The Client Service Team Lead will lead a group of Client Service Specialists which 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 for 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 business support as needed.

• Lead employees who handle client service requests to maintain SLA's and accuracy of responses
• Lead conversations 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.
• Support client acquisition, cross-sell, and/or retention initiatives through providing tracking information as well as insights based on client escalation analysis.
• Analyze & Maintain portfolio by creating proactive outreach campaigns for PCI, Client Engagement and Implementation.
• Manage IT updates to boarding tool including communication to the organization surrounding improvements including pricing, entry enhancements and EOL equipment.
• Maintain and update pricing guide working with Pricing/Portfolio lead.
• Be point of escalation for Relationship Managers and other internal/external resources.
• Partner effectively with internal partners to validate success of processing relationship and provide process improvement guidance to enhance efficiencies to leadership.
• Manage & update procedures with our internal/external partners to enhance the client experience
• Lead the gathering of client financials when requested for periodic credit reviews
• 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.
• Assist with equipment training and implementation for clients that have escalated through processing partner or internal partner.
• Lead operationalization efforts for all new product launches working with internal and external teams.
• Manage 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.
• Maintain and up to date forms and agreements library to ensure the correct versions are being utilized

• Five + years in financial services
• Experience at an acquiring bank/acquirer/ merchant services and client escalation management
• 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.

• Experience/exposure with acquirer/merchant services accounting and funding, ie. understanding Merchant statements
• Experience with healthcare clients

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 $67,000.00 to $75,000.00 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.

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 HR_Compliance@keybank.com.

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