Key Private Bank Team Lead Associate

KeyBank • Pepper Pike, OH

4d • $69,000 - $105,000 • Hybrid

About The Position

The Key Private Bank Team Lead Associate manages associate roles within the Key Private Bank sales team, ensuring quality client service, sales support, operational excellence, and compliance with procedural requirements. The role supports the KPB Sales Leader and works closely with that leader to improve operational effectiveness and client experience while supporting client relationships and sales delivery. The Associate Team Lead develops the team to deliver consistent, high-caliber service, sales support, and change management. The position reports to the Regional Associate Team Lead.

This role supervises local market associate staff, coordinates client activities with sales, wealth services, and centralized support teams, and ensures requests are followed through with proactive communication. It provides training, coaching, staffing, backup coverage, performance reviews, and professional development for associates. The role also oversees operational and compliance activities, resolves complex service issues, maintains accurate client data, supports sales reporting and onboarding, and champions relevant changes across the KPB segment and KeyBank Branch Operations.

The position requires knowledge of KPB sales and onboarding processes, investment management and trust administration, lending procedures, credit approvals, and Salesforce. The Associate Team Lead also participates in operational forums and administration teams, supports peer training and process improvement, and builds effective working relationships with internal partners.

Requirements

• Bachelor’s degree or equivalent experience.
• At least five years of related work experience, or an equivalent combination of work and educational background.
• In-depth knowledge of financial products and services.
• Strong credit and fiduciary acumen.
• Proficiency and effectiveness in client service, including handling client, prospect, and Center of Influence inquiries and relationships.
• Effective verbal, telephone, and written communication skills.
• Problem-resolution skills.
• Strong organizational skills, including the ability to balance multiple requests and prioritize tasks efficiently while supporting multiple people.
• Ability to collaborate effectively in a team environment.
• Ability to work and make decisions independently, manage client relationships, and handle competing priorities.
• Ability to multitask, change direction quickly, and work independently.
• Ability to exercise discretion when accessing and handling highly sensitive information.
• Attention to detail.
• Ability to learn and use proprietary software, databases, and systems.
• Proficiency in all Microsoft Office applications.
• Understanding of and adherence to the bank’s Bank Secrecy Act (BSA) and Anti-Money Laundering (AML) requirements, and a strong grasp of applicable federal, state, and compliance regulations.

Responsibilities

• Supervise local market associate staff and coordinate ownership of client activities with the KPB Sales Team, Wealth Services, and centralized support teams.
• Ensure client requests are acknowledged, assigned estimated completion times, and followed through to completion with proactive communication.
• Develop an in-depth understanding of Client Experience Associate and Client Strategist Associate responsibilities to support seamless service delivery.
• Train and coach associates in assigned markets.
• Hire, recruit, and onboard staff; build bench strength and plan for turnover to support effective staffing.
• Ensure appropriate backup coverage for Client Strategist and Client Experience Associates, and provide coverage as needed.
• Administer performance reviews and professional development plans for direct reports.
• Monitor and schedule work to maintain coverage and allocate resources appropriately.
• Identify and champion resolution of internal and external client service issues, involving clients, staff, management, product partners, and support partners as needed.
• Adhere to corporate compliance and audit standards and applicable corporate and Line of Business guidelines.
• Perform monthly Self Assessment testing and ensure appropriate office signage, new account documentation, NSF and overdraft handling, and General Ledger transactions.
• Monitor loan document exceptions, past-due commercial loans, and fiduciary requirements; report significant issues to the Regional Associate Team Lead or KPB National Service Leader.
• Conduct meetings to increase employees’ knowledge of and adherence to compliance guidelines; oversee compliance testing and training to meet RISC guidelines.
• Report significant client developments to the Sales Leader and research and resolve complex errors or issues, following up with clients to confirm satisfactory resolution.
• Support the Sales Leader with sales reporting and tracking, and delegate office duties such as supply ordering, mail, and cashier check audits.
• Maintain accurate client data, approve client transitions, and serve as the team’s point of responsibility for client data integrity.
• Apply knowledge of the KPB Sales Process, including team interactions, process engagement, client experience, available tools, Wealth Direction, and KeyPad.
• Oversee or execute new client onboarding, officer transitions, and service reviews.
• Understand the Investment Management and Trust onboarding process, including account pre-acceptance, new account paperwork, and asset collection.
• Understand new account and loan procedures to support positive client experiences and complete compliance and audit documentation.
• Understand the credit approval process, including loan documentation, to support effective credit execution for clients and the team.
• Use Salesforce to support data quality and update client information.
• Coordinate presentation materials and correspondence for the sales team.
• Champion change and influence the implementation, execution, and reinforcement of changes within the KPB segment and applicable KeyBank Branch Operations.
• Complete role-specific coursework and ensure local and regional KPB staff complete required learning-plan coursework.
• Follow internal policies, laws, and regulations and complete risk training by required due dates.
• Participate in KPB operational forums and other available training opportunities.
• Assist with training peer associates and serve as a resource on processing situations and projects.
• Identify opportunities to improve KPB efficiencies, determine whether issues are systemic, propose solutions, and escalate when appropriate.
• Build working relationships with team members, Wealth Services, the Fiduciary Control Group, and centralized support areas to ensure timely, high-quality administration and client service.

Benefits

• Eligible for incentive compensation, which may include production, commission, and/or discretionary incentives.
• A benefits list is referenced in the posting, but specific benefits are not provided.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager