Financial Wellness Associate

KeyBank•Norwalk, OH

1d•Hybrid

About The Position

Be a problem solver, trusted advisor, and partner to the people and businesses in our Key Bank communities. FWA's split their time between client servicing and transaction support (70% of time), and engaging clients in deeper conversation to uncover needs and provide guidance and solutions to assist in client's financial wellness, both in person and through proactive calling efforts (30% of time). As part of the branch team in a hybrid platform role, the FWA works closely with branch leadership and teammates to prioritize high-impact activities, ensuring their time is used strategically to support branch performance. Success in this role depends on effective branch choreography—clear coordination among team members to ensure time is spent in alignment with business priorities and client needs. At KeyBank, we believe it's our opportunity and our privilege to help our clients move forward in their financial journey. We take pride in serving our clients and making them feel that no bank will fight harder for them. This role embodies a strong client experience culture, being present with every client and teammate and realizing the impact we can have on their day, personally, professionally, and financially. It involves accepting and accurately processing all financial service transactions, while identifying opportunities during the transaction to deepen and expand the client relationship. The associate acts as a resource to identify and resolve more complex client servicing issues, listens for clues for financial wellness opportunities during client conversations, and then appropriately transitions clients either individually or to a Banker. They provide effective and customized financial wellness recommendations to clients, consistently attain individual activity, behavior, and outcome goals and expectations, and participate in and occasionally facilitate in-person morning huddles and end-of-day debriefs. The role also requires following compliance, audit, and security procedures, balancing cash drawer within guidelines, and developing strong partnerships with branch teammates and line of business partners – focusing on client acquisition and deepening the relationship of current clients; effectively managing internal and external centers of influence. The associate reviews and maintains knowledge of product guides, fees, and policies to stay current on offerings, and performs other duties as assigned. They must comply with all KeyBank policies and procedures, including acting professionally, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key’s clients and Key.

Requirements

High School Diploma GED, or equivalent business experience
Experienced in developing current and new client relationships, achieving sales goals, and building referral sources- through techniques such as tele-consulting, outside calling, prospecting and networking.
Experienced in cash handling.
General understanding of PC with Windows based applications and calculator.
Working knowledge of digital technology (mobile, apps, web-based browsing) and ability to educate clients on digital platforms and capabilities within Key.
Knowledgeable about the client’s accounts and business with the bank and uses sound judgment with clients and transactions.
Exhibits strong sales and service skills, presenting products and services while proactively educating clients on utilizing available access channels (e.g., ATM, Online, and Telephone Banking).
Strong work ethic and high level of integrity.
Excellent time management skills.
Promoting and supporting clients' overall financial health through education, planning, and tailored financial strategies.
Knowledge of various financial products such as loans, credit cards, and investment options, and the ability to recommend suitable products to clients.
Educating clients on financial concepts, products, and services to empower them to make informed decisions.
Developing trust and rapport with clients through consistent, personalized interactions and effective communication.
Accurately processing cash transactions, maintaining cash drawer balance, and ensuring security and compliance in cash operations.
Strong communication, trust-building, and relationship management skills to foster strong advisor-client relationships.
Ability to gain market insight and spot trends to provide sound financial strategies.

Nice To Haves

Notary License within 180 Days

Responsibilities

Embody a strong client experience culture, being present with every client and teammate and realizing the impact we can have on their day, personally, professionally, and financially.
Accept and accurately process all financial service transactions, while identifying opportunities during the transaction to deepen and expand the client relationship.
Act as a resource to identify and resolve more complex client servicing issues.
Listen for clues for financial wellness opportunities during client conversations and then appropriately transition the clients either individually or to a Banker.
Provide effective and customized financial wellness recommendations to clients.
Consistently attain 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, balance cash drawer within balancing guidelines.
Develop strong partnerships with branch teammates and line of business partners – focusing on client acquisition and deepening the relationship of current clients; effectively manage internal and external centers of influence.
Review and maintain knowledge of product guides, fees, and policies to stay current on offerings.
Work on Saturdays as directed by management.
Perform other duties as assigned; duties, responsibilities and/or activities may change or new ones may be assigned at any time with or without notice.
Comply 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.