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KeyBank · 3 months ago

Merchant Senior Client Service Specialist, Installation & Technical Support

United States

Full-time

Remote

Mid, Senior Level

$51K/yr - $78K/yr

3+ years exp

KeyBank is a financial institution focused on providing exceptional client relationships. They are seeking a dedicated Installation & Technical Support advisor to implement and service clients utilizing gateway solutions, ensuring smooth operation and providing exceptional customer service.

Banking

No H1B

Responsibilities

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

Qualification

Merchant Services experiencePayment gateway knowledgeClient escalation managementExcel proficiencyTraining clientsProject Management skillsCommunication skillsAttention to detailTime management skillsTeam collaboration