Key Private Bank Client Relationship Associate

KeyBank • Westlake, OH

19h • Hybrid

About The Position

The Client Relationship Associate (CRA) supports the KPB Relationship Manager and field team to manage their client book, grow, expand and retain client relationships. The CRA will be an active member of the relationship team accountable for efficient client onboarding, proactive outreach and providing top-tier service. The CRA identifies and anticipates client needs and supports KPB team members throughout the sales and client experience process. Essential Functions include preparing and participating in the development of sales presentations, annual wealth reviews, and other materials for client meetings. The CRA supports field teams by scheduling internal and external meetings and contributes to market huddles/pods, owning follow-up after client meetings. The role requires understanding the KPB sales process and available tools to assist with revenue growth opportunities. The CRA coordinates new client onboarding, including supporting Relationship Managers with new account opening data entry, adding clients to Wealth Direction (WD), and providing client and advisor support in leveraging WD. Primary responsibilities also include opening new deposit accounts, onboarding, and supporting Lending operations. The CRA coordinates officer transitions, maintains the Customer Relationship Management System (Salesforce), and supports RMs with Salesforce data entry. The role involves identifying opportunities to retain and expand relationships, gathering client information, and assisting the relationship team with client contact strategies and proactive outreach. The CRA educates clients on digital or alternative resources, provides financial planning support to advisors and clients, and proactively seeks opportunities to improve client experience. Additionally, the CRA works with the team to plan and manage client events and leverages a centralized service task queue to direct service-related work.

Requirements

• A minimum of 3 years related work experience or equivalent combination of work/educational background (required)
• General knowledge of financial services and wealth management.
• Demonstrated proficiency and effectiveness in client service skills (including handling client/prospect and Center of Influence (COI) inquiries and relationships), communication skills (including verbal, phone and written), and problem resolution skills.
• Ability to exercise discretion due to accessing and handling highly sensitive information.
• Ability to learn and use proprietary software, databases, and systems.
• Proficient in all Microsoft Office Applications.
• All KeyBank employees are expected to demonstrate Key’s Values and sustain proficiency in identified Leadership Competencies.

Nice To Haves

• Bachelor's Degree or equivalent experience (preferred)

Responsibilities

• Prepare and participate in the development of sales presentations, annual wealth reviews, and other materials for client meetings.
• Support the field teams by scheduling internal and external meetings (Pre / Post Call team meetings and Client Meetings) and attends (when possible) and contributes to market huddles /pods.
• Owns follow up after client meetings on takeaways and next steps.
• Understand (or willingness to learn) the KPB sales process and available tools and resources to assist the team with opportunities to grow revenue.
• Coordinate the relationship team around the new client onboarding process, including supporting Relationship Manager with IM&T new account opening data entry, adding new clients to Wealth Direction (WD), and providing client and advisor support in leveraging WD in client activities.
• Primary responsibility for opening new deposit accounts and onboarding as well as Lending operations (ROE calculation, underwriting support, and ordering closing documents.
• Coordinate officer transitions when team members transition on or off the KPB sales team.
• Maintenance of the Customer Relationship Management System (Salesforce) and the ability to leverage the system for data quality and to update client / prospect information.
• Support RM with Salesforce Data Entry as needed.
• Identify opportunities to retain and expand relationships.
• Gather information from the client and consult with the KPB Officer.
• Assist relationship team in client contact strategy (inviting clients to events, sending whitepapers, meeting follow-ups, etc.) and proactive client outreach (regarding eligible products, scheduling relationship reviews, and identifying opportunities).
• Educate clients on digital or alternative resources, such as contact center support, wire transfer agreements, online mobile banking, mobile deposits, online transfers and bill pay, online statements, disputing a transaction etc.
• Provide financial planning support to both advisors (data collection/input, etc.) and clients (providing technical support and assistance when clients need guidance).
• Proactively look for opportunities to improve client experience (identify pain points, gaps, process improvements) and escalate client issues as needed.
• Works with team to plan and manage client events, attending as needed.
• Adopt and fully leverage centralized service task queue (Salesforce Task Queue) to direct service-related work away from field and to Client Service Associates. This includes submitting service tasks to the Task Queue as well as encouraging field teams to right channel service work directly to the Task Queue.
• 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

• Base hourly rate in the range of $25.00 - $38.46 per hour.
• Incentive compensation which may include production, commission, and/or discretionary incentives.
• Opportunities to grow in your position and your career.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees