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Merchant Client Service Specialist in Cleveland, OH at Key Bank- Corporate

Date Posted: 4/28/2019

Job Snapshot

  • Employee Type:
  • Location:
    Cleveland, OH
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

JOB TITLE: Merchant Client Service Specialist

The Merchant Client Service Specialist is is responsible for handling various requests surrounding the day to day servicing of merchant services clients. Requests include credit and settlement research and resolution, chargeback assistance, compliance, invoice review and guidance, 1099/statement copies, batch questions and ACH rejects. Will provide direct communication to the client and escalate any issues to leadership.

  • Handle day to day client service requests with efficiency and accuracy keeping the client’s needs in mind.
  • Handle daily mailbox requests for items to be actions based on client needs within allotted SLA window.
  • Direct incoming requests to appropriate departments with processing vendor and follow up with client during process, validate requests are resolved or escalate to leadership
  • Provide accounting assistance for chargebacks, ACH rejects and DDA updates
  • Distribute communication to clients regarding IRS/TIN mismatch concerns, work to resolve before withholding is instituted.
  • Deliver copies of documents as requests; such as 1099’s and statement copies, merchant processing agreement, terms and conditions and other written correspondence.
  • Manage detailed production duties such as, refund requests, Rewards Fee Rebate (including follow up and research) and missing deposits, monthly minimum fee charge review and waiver.
  • Research requests from internal partners related to CE credit and other merchant related inquires.
  • Work directly with the Senior Client Services Specialists to close accounts, rate review implementation, Non PCI fees and other refunds, GAF creation, as appropriate.
  • Daily research and resolution of compliance tasks, i.e.: DARQ/MCA/BOS, working directly with sales to resolve and update bank systems.

  • Two + years in financial services; acquiring, accounting and client services experience.
  • 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.
  • Proficiency with PCs and standard Microsoft Office software.


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.


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