Financial Wellness Associate

KeyBank•Cincinnati, OH

1d•Onsite

About The Position

The Financial Wellness Associate (FWA) is a hybrid branch role supporting clients and businesses in KeyBank communities. The role divides time between client servicing and transaction support (70%) and engaging clients in deeper conversations to identify needs and provide financial wellness guidance and solutions, including through proactive calling (30%). The FWA works with branch leadership and teammates to prioritize high-impact activities and coordinate time with business priorities and client needs. The FWA provides a strong client experience, processes financial transactions accurately, resolves complex servicing issues, identifies opportunities to deepen client relationships, and provides customized financial wellness recommendations. The role also supports branch performance through teamwork, referrals, sales and service activity, compliance, and participation in branch huddles and debriefs. Work on Saturdays may be directed by management. The position is office-based in Cincinnati, Ohio, and may require driving to multiple locations in a day.

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.
Cash-handling experience.
General understanding of PCs, Windows-based applications, and calculators.
Working knowledge of digital technology, including mobile apps and web browsing, and ability to educate clients about digital platforms and capabilities.
Knowledge of client 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 about available access channels.
Strong work ethic and high level of integrity.
Excellent time-management skills.
Knowledge of financial products such as loans, credit cards, and investment options, and ability to recommend suitable products.
Ability to explain financial concepts, products, and services to clients.
Strong communication, trust-building, and relationship-management skills.
Ability to gain market insight and identify trends to inform financial strategies.
Ability to stand for prolonged periods, frequently use hands, communicate face-to-face and by phone, bend occasionally, reach forward frequently, and lift items as specified.
May need to drive to multiple locations in a single day; a valid driver's license and ability to operate a motor vehicle are required.

Nice To Haves

Notary license within 180 days (preferred).

Responsibilities

Provide a strong client experience and be present with clients and teammates.
Accurately process financial service transactions and identify opportunities to deepen client relationships during transactions.
Identify and help resolve complex client servicing issues.
Listen for financial wellness opportunities and transition clients to appropriate guidance, either personally or through a Banker.
Provide effective, customized financial wellness recommendations.
Meet individual activity, behavior, and outcome goals.
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 applicable guidelines.
Build partnerships with branch teammates and line-of-business partners to support client acquisition and relationship growth.
Manage internal and external centers of influence.
Maintain knowledge of product guides, fees, policies, and current offerings.
Work Saturdays as directed by management.
Perform other assigned duties; responsibilities and activities may change.
Educate clients about digital platforms and available banking access channels.
Support clients’ financial health through education, planning, and tailored financial strategies.