Merchant Senior Client Service Specialist, Installation & Technical Support

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 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.

Job Summary

The Installation and Technical Support Team is part of the Commercial Onboarding & Servicing (COS) ecosystem. COS consists of five functions: Commercialization & COS Capabilities, Commercial Digital, Employee Experience & Issue Resolution, Onboarding and Servicing.

We strive for seamless, transparent, accountable client experiences, enabling and deepening client relationships and retention. (COS) is building a sustainable, scalable, and digitally enabled operating model, all while empowering, promoting, and enhancing client and employee experience.

At Key Bank, our client relationships are our top priority. We are looking for a dedicated and personable Installation & Technical Support (ITS) 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.

Essential Functions

• Able to train clients during the onboarding process on all aspects of the following third party gateways:
  • Authorize.net, CardConnect, Cybersource, CoreCommerce, Bridgepay, Tempest, Freedom Pay
• Create and manage servicing tickets, including updating demographic information across Fiserv and KeyBank systems, assisting merchants with DDA changes, and supporting other account maintenance tasks.
• 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
• Provide ongoing client support for payment gateways and terminal devices, ensuring smooth operation, troubleshooting issues, and assisting with configuration and usage.
• 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

Work Experience

• Minimum 3 years Merchant Services and/or Acquirer experience required
• Minimum 3 years of experience working within onboarding, client escalation management, sales experience, specifically customer facing required
• Knowledge of payment gateway, features and functionalities required
• Project Management skills, including 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

Physical Demands

• General office environment: 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/Driving Requirements

• May need to travel to corporate office

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.