Financial Wellness Associate

KeyBank • Cleveland, OH

1d • Onsite

About The Position

The Financial Wellness Associate (FWA) serves as a problem solver, trusted advisor, and partner to clients and businesses in KeyBank communities. The role divides time between client servicing and transaction support (70%) and deeper client conversations to identify needs and provide financial wellness guidance and solutions (30%), both in person and through proactive calling. As part of a branch team in a hybrid platform role, the FWA collaborates with branch leadership and teammates to prioritize activities according to business priorities and client needs. Effective coordination among branch team members is important to support branch performance.

The FWA provides a strong client experience, processes financial transactions accurately, resolves more complex service issues, and offers customized financial wellness recommendations. The role also supports client acquisition and relationship growth, maintains knowledge of products and policies, and follows applicable compliance, audit, security, and cash-balancing procedures. Work schedules are set in advance based on expected branch traffic and transaction volume. Saturday work may be directed by management.

Requirements

• High school diploma, GED, or equivalent business experience.
• Experience developing current and new client relationships, achieving sales goals, and building referral sources through methods such as tele-consulting, outside calling, prospecting, and networking.
• Experience in cash handling.
• General understanding of PCs, Windows-based applications, and calculators.
• Working knowledge of digital technology, including mobile devices, apps, and web-based browsing, and ability to educate clients on Key digital platforms and capabilities.
• Knowledge of clients’ accounts and banking relationships, with sound judgment in client interactions and transactions.
• Strong sales and service skills, including presenting products and services and educating clients on access channels such as ATMs, online banking, and telephone banking.
• Strong work ethic and high level of integrity.
• Excellent time management skills.
• Ability to promote clients’ financial health through education, planning, and tailored financial strategies.
• Ability to educate clients on financial concepts, products, and services.
• Ability to develop trust and rapport through personalized interactions and effective communication.
• Ability to process cash transactions accurately, maintain cash drawer balance, and follow security and compliance requirements.
• Strong communication, trust-building, and relationship management skills.
• Ability to gain market insight and identify trends to inform financial strategies.
• Valid driver’s license and ability to operate a motor vehicle if travel to multiple locations in a day is required.
• Timeliness and regular, predictable attendance.

Nice To Haves

• Notary License within 180 days.

Responsibilities

• Provide a strong client experience and be present with clients and teammates.
• Accept and accurately process financial service transactions while identifying opportunities to deepen client relationships.
• Identify and resolve more complex client servicing issues.
• Listen for financial wellness needs and transition clients to an appropriate Banker when needed.
• Provide effective, customized financial wellness recommendations.
• Meet individual activity, behavior, and outcome goals and expectations.
• Participate in and occasionally facilitate in-person morning huddles and end-of-day debriefs.
• Follow compliance, audit, and security procedures and balance the cash drawer within established guidelines.
• Build partnerships with branch teammates and line-of-business partners to support client acquisition and deepen existing relationships.
• Manage internal and external centers of influence.
• Review product guides, fees, and policies to maintain current knowledge of offerings.
• Work Saturdays as directed by management.
• Perform other duties as assigned and comply with KeyBank policies and procedures.

Benefits

• Incentive compensation may include production, commission, and/or discretionary incentives.
• Eligible for a list of benefits linked in the job posting; specific benefits are not detailed.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED