Commercial Client Success Team Lead

KeyBank • Brooklyn, OH

4d • $80,000 - $150,000 • Hybrid

About The Position

The Commercial Client Success Team Lead (CSTL) oversees a designated servicing team within Commercial Onboarding and Servicing (COS), including Servicing Professionals across segments, products, and markets. The CSTL will act as a coach within the Middle Market Segment and drive servicing execution. This role serves as a primary contact for Sales Leaders regarding servicing strategy and execution in the designated market. The main goal is to lead the delivery of a premium client experience and value through timely, quality resolution of client service requests and proactive client outreach and support, while managing and mitigating Bank and Client risk.

Requirements

• Bachelor's Degree or related experience (required)
• 5+ years Strong understanding of commercial lending concepts or equivalent experience (required)
• 5+ years Previous experience with commercial banking support functions. Possess expertise in the overall servicing of commercial banking clients, including resolution of client issues and the ability to identify cross-sell opportunities. (required)
• 3+ years of Coaching & Development: Invests in employee growth, provides guidance, and creates opportunities for advancement. (required)
• Excellent knowledge of commercial loan and deposit documentation (required)
• Ability to establish and strengthen effective working relationships among team members and product and support partners. (required)
• Understanding and adherence to bank’s BSA/AML program. Strong grasp of applicable federal, state and compliance regulations. (required)

Nice To Haves

• Bachelor's Degree in accounting, finance, economics, or related field (preferred)
• Supervisory experience (preferred)
• Treasury management experience (preferred)

Responsibilities

• Lead a relationship officer and client manager team.
• Gives direction and drives accountability within the regional service organization, by influencing strategies, processes, activities, and use of systems to ensure identification and resolution of client service issues (internal and external), requiring leadership and interaction with clients (internal and external), all levels of staff and senior management, business development, product and support partners.
• Achieve OKR, scorecard and KPI targets
• Participate in cross-functional or cross-segment teams and/ project teams to achieve common goals for service delivery and asset quality/risk management
• Provides leadership and directs resources to support initiatives and service quality processes within the designated team.
• Effectively direct the treasury servicing, deposit opening, maintenance, and loan and other credit facility research or maintenance for the designated market relationship teams, document, and exception management, combined with a consistently high level of client satisfaction.
• Ensures the client facing team members are meeting performance expectations, fully engaged in client relationships and effectively utilized by team. Actively involved with Commercial Sales Leaders in resolving escalated client services issues.
• Travels on a periodic basis to meet with Relationship Teams, attend bank, client, and educational meetings and events.
• Performs other duties as assigned; duties, responsibilities and/or activities may change or new ones may be assigned at any time with or without notice
• Complies with all KeyBank policies and procedures, including without limitation, acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key’s clients and Key.

Benefits

• This position is eligible to earn a base salary in the range of $80,000.00 - $150,000.00 annually.
• Compensation for this role also includes eligibility for incentive compensation which may include production, commission, and/or discretionary incentives.
• Please click here for a list of benefits for which this position is eligible.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree