Location:
For Those Who Work At Home – Various, Ohio 44145
The Commercial Card Servicing Team Lead is responsible for handling various escalated and complex requests surrounding the day to day servicing of commercial card clients. The Commercial Card Client Service Team Lead will lead a group of Servicing Specialists which handle day to day servicing requests or concerns which include conversations with the client, documenting detail in bank complaint tracking system and presenting root cause findings to leadership for improvement of overall experience for the customer. They will assist in complex client projects and be the escalation point for Relationship Managers, as appropriate, and provide overall business support as needed.
ESSENTIAL JOB FUNCTIONS
Lead employees who handle client service requests to maintain SLA’s and accuracy of responses
Provide support for various escalated and complex requests surrounding day to day servicing
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.
Be point of escalation for Relationship Managers and other internal/external resources.
Partner effectively with internal partners to provide process improvement guidance to enhance efficiencies to leadership.
Review, analyze and action daily servicing volume to verify procedures are being followed and clients’ needs were met, additional outreach to the client, if appropriate.
Assist with training for clients that have escalated through processing partner or internal partner.
Create and deliver ad hoc report as requested and appropriate.
REQUIRED QUALIFICATIONS
Five + years in financial services; commercial card, issuing, OR accounting and client escalation management experience.
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.
Preferred qualifications
DXC and WEX systems experience
COMPENSATION AND BENEFITS
This position is eligible to earn a base salary in the range of $60,000.00 to $70,000.00 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.
Job Posting Expiration Date: 03/27/2024
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.
