Financial Wellness Associate

KeyBank • Toledo, OH

4d • Onsite

About The Position

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

The position focuses on delivering a strong client experience, accurately processing financial transactions, resolving complex servicing issues, making tailored recommendations, and building client relationships. The FWA follows compliance, audit, and security procedures, maintains current knowledge of products and policies, and participates in branch huddles and debriefs. Saturday work may be directed by management. The role is office-based 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.
• Experience with cash handling.
• General understanding of PCs, Windows-based applications, and calculators.
• Working knowledge of digital technology, including mobile devices, apps, and web browsing, and ability to educate clients about Key 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 on access channels such as ATMs, online banking, and telephone banking.
• Strong work ethic and high integrity.
• Excellent time-management skills.
• Ability to educate clients about financial concepts, products, and services and support informed decision-making.
• Ability to build client trust and rapport through personalized interactions and effective communication.
• Ability to process cash transactions accurately, maintain cash drawer balance, and follow cash security and compliance procedures.
• Strong communication, relationship-management, and trust-building skills.
• Ability to gain market insight and identify trends to inform financial strategies.
• Ability to operate a motor vehicle and hold a valid driver's license if driving to multiple locations is needed.
• Ability to meet the role's physical demands, including prolonged standing, frequent hand use and forward reaching, occasional bending, and lifting.

Nice To Haves

• Notary license within 180 days.

Responsibilities

• Provide a strong client experience by being present and attentive with clients and teammates.
• Accept and accurately process financial service transactions while identifying opportunities to deepen client relationships.
• Help identify and resolve more complex client servicing issues.
• Listen for financial wellness opportunities and transition clients to a Banker when appropriate.
• 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.
• Partner with branch teammates and line-of-business partners to acquire clients and deepen existing relationships.
• Manage internal and external centers of influence.
• Review product guides, fees, and policies to maintain current product knowledge.
• Work Saturdays as directed by management.
• Perform other duties as assigned and comply with KeyBank policies and procedures.

Benefits

• Incentive compensation, which may include production, commission, and/or discretionary incentives.
• Benefits eligibility is referenced, but specific benefits are not listed in the posting.

What This Job Offers

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