Sr. Client Service Specialist - Installation & Technical Support

Location:

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 non-branch location.
• Remote Option: If the selected candidate lives outside of KeyBank's geographic footprint, the position will be considered fully remote. Available to those residing in the United States.

ABOUT THE JOB (Job Brief)

The Installation & Technical Support Specialist is responsible for delivering end-to-end onboarding, technical setup, and client training across merchant gateway and payment platforms. This role ensures a seamless client experience through expert implementation, consultative guidance, and proactive support across reseller gateway solutions, Clover, and Commerce Control Center.

The Specialist partners closely with Sales, Product, and Servicing teams to onboard new clients, optimize configurations, and provide ongoing technical enablement. The role also serves as a key advisor in fraud prevention strategies and PCI compliance readiness, helping clients mitigate risk and operate securely within card network requirements.

This position plays a critical role in driving client adoption, reducing onboarding friction, and enhancing overall client satisfaction through strong technical expertise and proactive engagement.

ESSENTIAL JOB FUNCTIONS

• Lead end-to-end onboarding, configuration, and activation of merchant accounts across third-party and reseller gateway platforms (e.g., Auth.net, CardConnect, CyberSource, FreedomPay).
• Deliver comprehensive client training for gateway solutions, including transaction processing, reporting tools, fraud controls, and system navigation.
• Provide onboarding, setup, and training support for Clover solutions and Commerce Control Center, ensuring clients are fully enabled at go-live.
• Guide clients through PCI compliance requirements, including education on security standards, validation processes, and ongoing compliance best practices.
• Assist clients in implementing fraud mitigation tools and gateway security settings (e.g., velocity controls, filters, risk protocols) to reduce exposure and losses.
• Create and maintain detailed client playbooks to support onboarding, training, and ongoing servicing needs.
• Deliver structured feedback to Sales and Product teams to enhance client onboarding experience, training content, and overall value proposition.
• Act as a subject matter expert and escalation point for complex gateway-related servicing issues, including processing errors, pricing inquiries, downgrades, and product optimization opportunities.
• Create, manage, and update servicing tickets; maintain accurate client demographic and account data across Fiserv and KeyBank systems.
• Develop and deliver reporting to measure onboarding effectiveness, client adoption, and value realization.
• Produce ad hoc and recurring reporting to support leadership insights and continuous improvement initiatives.
• Identify process gaps and inefficiencies; recommend and implement solutions to improve onboarding efficiency and client experience.
• Partner cross-functionally with Sales, Product, Risk/Compliance, and Operations to support successful client outcomes and continuous improvement.

REQUIRED QUALIFICATIONS

• 5 years of experience in merchant services, within the financial services industry
• Applied experience in onboarding, or technical client support
• Demonstrated experience supporting payment gateways, technical implementations, or merchant onboarding
• Strong knowledge of payment processing, gateway functionality, and transaction lifecycle
• Experience with client escalation management and complex issue resolution
• Ability to manage multiple priorities and deliver in a fast-paced environment
• Strong written and verbal communication skills with client-facing experience
• High attention to detail with strong organizational and time management skills
• Proven ability to influence, collaborate, and partner cross-functionally
• Client-focused mindset with a commitment to delivering an exceptional onboarding experience
• Proficiency in Microsoft 365 tools (Excel, Teams, Outlook, PowerPoint) and reporting/analytics

PREFERRED QUALIFICATIONS

• Experience with Fiserv platforms and/or Elavon
• Experience with Clover, Commerce Control Center, or similar POS/payment management platforms
• Knowledge of PCI compliance standards and payment security requirements
• Experience supporting reseller gateway models or integrated payment solutions
• Strong analytical skills with ability to translate data into actionable insights

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.

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.

COMPENSATION AND BENEFITS

Please click here for a list of benefits for which this position is eligible.

Key has implemented an approach to employee workspaces which prioritizes in-office presence, while providing flexible options in circumstances where roles can be performed effectively in a mobile environment.

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.