Key Private Bank Team Lead Associate

KeyBank•Dayton, OH

11d•$69,000 - $105,000•Hybrid

About The Position

Manages the Associate roles of the Key Private Bank (KPB) sales team to ensure quality client service, sales support, operational excellence and adherence to all procedural and compliance responsibilities. Supports the KPB Sales Leader (SL) in assigned tasks as well as the needs of the sales team. Associate Team Lead works closely with SL to drive operational effectiveness and client experience outcomes in support of managing client relationships and sales support delivery. Develops their team to deliver consistent and high caliber results in client experience, service and sales support and change management. Reports to the Regional Associate Team Lead.

Requirements

Bachelor’s degree or equivalent experience
A minimum of 5 years of related work experience or equivalent combination of work/educational background
In-depth knowledge of financial products and services
Displays strong credit and fiduciary acumen
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.
Demonstrated proficiency and effectiveness in organizational skills including the ability to balance multiple requests and prioritize tasks in an efficient manner or order to support multiple people.
Ability to interact effectively and collaboratively in a team environment.
Ability to work, make decisions and manage client relationships independently while managing competing priorities.
Ability to multi-task, quickly change direction and have an independent work ethic.
Ability to exercise discretion due to accessing and handling highly sensitive information.
Demonstrated attention to detail.
Ability to learn and use proprietary software, databases and systems.
Proficient in all Microsoft Office Applications.
Understanding and adherence to bank’s Bank Secrecy Act (BSA) and Anti-Money Laundering (AML).
Strong grasp of applicable federal, state and compliance regulations.
Leadership: Promotes a professional team atmosphere that encourages the open expression of ideas and opinions leading to a successful client service environment; supports business objectives through active advocacy and behavioral adoption.
People Management: Inspires, enables, engages, and rewards team; shares wins and successes; fosters open dialogue and creates a feeling of belonging in the team; promotes collaboration and leads and guides the team through conflict; foster s culture of sharing knowledge and best practices and recognizes the team for their successes; eliminates roadblocks; fosters individual ownership of the work and effectively leverages individual strengths to achieve team goals
Client Focus: Is dedicated to meeting the expectations and requirements of internal and external client; receives first-hand client information and uses it for improvements in products and services; speaks and acts with client in mind; establishes and maintains effective relationships with clients and gains their trust and respect.
Time Management: Uses time effectively and efficiently; concentrates efforts on the more important priorities; can attend to a broader range of activities, utilizing less time.
Organizing: Can obtain and coordinate resources to get things done; can orchestrate multiple activities at once to accomplish a goal; arranges information and files in a useful manner.
Problem Solving: Analyzes issues, decision/solution effectiveness, follows through.
Personal Effectiveness: Detail oriented, demonstrates adaptability, and develops oneself, personal organization.
Communication: Speaks effectively, writes well, and listens to others.
Courage: Deals with conflict; delivers tough messages; models managerial courage; delivers and receives constructive feedback; leads effectively through internal and external change; effectively navigates and embraces change
Energy/Drive: Action oriented; and able to drive results in self and others in a fast-paced environment; pursues the role with energy and drives for completion
Personal / Interpersonal: Inspires, enables, and engages others; open, receptive, and approachable; client relationship focused; acts with honor and character. Skilled in managing conflicts between employees, peers and other Line of Business partners.

Responsibilities

Supervise local market associate staff to achieve end to end ownership of the client experience through collaboration, coordination and personal ownership of all client activities with KPB Sales Team (including Client Experience and Strategist Associates, and Client Relationship Specialist), Wealth Services and centralized support teams. Activities are seen through to completion with proactive communication (i.e. acknowledge requests, provide an estimated time of completion and follow up).
Acquire an in depth understanding of the Client Experience Associate and Client Strategist Associate roles and responsibilities in order to ensure a seamless client delivery utilizing all available resources.
Provide training and coaching to all associates in assigned markets.
Ensures effective utilization of staff, by hiring, onboarding, and recruiting. Partners to build bench strength and plan ahead of turnover to maximize staffing experience.
Ensure there is proper backup and support for Client Strategist and Client Experience Associates and that each associate role is trained to provide high-level back up in instances where office may be short-staffed.
Provide coverage and support for Client Strategists and Client Experience Associates as needed.
Administer performance reviews and professional development plans for each associate (direct reports).
Monitor and schedule work to maintain proper coverage at all times and to ensure appropriate allocation of resources.
Proactively identifies and champions the resolution of client service issues (internal and external), requiring leadership and interaction with clients (internal and external), all levels of staff and management, product and support partners.
Adhere to corporate compliance and audit standards to meet corporate and Line of Business (LOB) guidelines.
Maintain Self-Assessment testing on a monthly basis and ensure proper office signage, new account documentation, NSFs, Overdrafts, General Ledger transactions (APA).
Monitor loan document exceptions and past due commercial loans and fiduciary requirements.
Report significant issues to Regional Associate Team Lead /KPB National Service Leader.
Hold meetings to review and increase employees’ knowledge and adherence to compliance guidelines. oversee compliance tests and training to meet RISC guidelines.
Report significant client developments to Sales Leader to allow for appropriate mediation.
Research and resolve complex errors/issues and follow-up with clients to ensure satisfactory resolution.
Provide support to Sales Leader for sales reporting and tracking.
Delegate various office duties as appropriate i.e. supply ordering, mail, audits of cashier checks, etc.
Responsible for maintaining accurate client data and approves client transitions. Serves as the person responsible for client data integrity for the team.
Provide quality client service to sales team by: Solid understanding of the KPB Sales Process. as it relates to team interactions, process engagement and client experience (includes knowledge of available tools and resources), including Wealth Direction and Keypad.
Oversight/execution of the New Client Onboarding Process, Officer Transitions, and Service Reviews.
Understanding of the Investment Management & Trust (IM&T) onboarding process, including account pre-acceptance, new account paperwork, and asset collection.
Understanding of new accounts and loan procedures to ensure good client experience and complete documentation for compliance and audit purposes.
Understanding of credit approval process, up to and, including loan documentation to facilitate quality execution of credit experience for team and client.
Knowledge of the Customer Relationship Management System (Salesforce) and the ability to leverage the system for data quality and to update client information.
Coordinate preparation of presentation materials and correspondence to meet needs of sales team.
Acts as a change champion, leads by example, and influences the implementation, execution, and reinforcement of critical changes within KPB Segment and KeyBank’s Branch Operations (that apply to KPB).
Complete role specific coursework outlined in learning plans and within the KPB role specific training roadmap.
Ensure that all members of local and regional KPB staff complete coursework outlined in learning plans.
Effectively Manage Risks and Rewards - Adhere to internal policies, laws and regulations and complete risk training by defined due dates.
Participate in KPB operational forums (Service Council, Trust Community, Regional calls) or other training opportunities as they become available
Actively participate on the Administration teams: Assist with training peer associates. Serve as a resource for the team on identified processing situations or other projects as needed. Participate in Key Private Bank efficiencies, i.e. identify issues (determine if systemic), provide solutions, and escalate if appropriate.
Build and maintain effective working relationships with other team members, Wealth Services, Fiduciary Control Group and centralized support areas to ensure high quality and timely administration of assigned fiduciary accounts and a seamless delivery of the Client Experience.