Client Service Specialist III

Bring your customer-first mindset to a fast-paced team where your work directly improves how clients manage their commercial card programs.

Job summary (up to 5 sentences)

As a Client Service Specialist III in the Commercial Card Call Center, you handle a high volume of inbound calls and help clients resolve issues quickly and accurately. You listen actively, ask thoughtful questions, and use strong judgment to identify root causes, reduce repeat inquiries, and improve the client experience. You balance speed and quality while documenting interactions clearly and following required processes. You work independently, collaborate with partners, and escalate complex cases when needed to protect clients and the firm.

Job responsibilities 

• Handle approximately 100 inbound calls per day with professionalism, empathy, and thorough product/process knowledge
• Resolve client inquiries by identifying root causes, uncovering patterns, and partnering with internal teams when needed
• Deliver clear, accurate guidance while documenting all client interactions and actions taken
• Take ownership of each issue through to resolution to support high client satisfaction
• Build and maintain knowledge of commercial card products, services, and supporting processes
• Identify and control risk by exercising sound judgment and recognizing potentially fraudulent activity
• Escalate complex or sensitive issues appropriately to ensure timely and compliant resolution
• Manage daily work to meet service, quality, and productivity goals and metrics
• Navigate multiple systems efficiently while staying fully engaged with the client
• Communicate confidently and professionally with clients, peers, and leaders

Required qualifications, capabilities, and skills

• Excellent verbal and written communication skills in a metrics-driven environment
• Strong analytical and problem-resolution skills, with the ability to identify underlying issues and trends
• Advanced proficiency with Microsoft Outlook, Word, and Excel
• Strong organization skills with the ability to manage competing priorities and time-sensitive work
• Consistent professional presence with the ability to adapt to changing needs and situations
• Ability to review, interpret, and respond thoroughly to client communications with attention to detail
• Ability to work effectively with a range of clients and internal partners, including leadership
• Minimum of 2 years of current or recent call center experience managing high-volume inbound calls with strong performance
• Demonstrated accountability, ownership, integrity, punctuality, and dependable attendance
• Ability to multitask across multiple technologies and perform effectively under deadlines and pressure
• Flexibility to adjust schedule and work overtime as needed to meet business needs

Preferred qualifications, capabilities, and skills 

• Deep understanding of commercial card processes and supporting systems
• Ability to build positive, professional relationships to drive effective outcomes
• Demonstrated ability to learn quickly and apply new product, process, or technical knowledge
• Bachelor’s degree preferred (BA/BS)