Centralized Retail Support Specialist - Anchorage, AK

Job Summary

The Alaska Centralized Retail Support Specialist is part of the Centralized Retail Support Team of the Business Performance Support and Enablement Team and serves as a key partner to Retail Leadership and branch teams across Alaska. This role blends centralized operational support with in-market branch risk and operations leadership to drive operational efficiency, strengthen risk and control execution, and support strategic priorities within the Retail Bank.

Responsibilities

• Partners with Retail Leadership, Risk, Fraud, Executive Client Relations, Finance, Facilities, Physical Security, and other line of business partners to identify trends, share insights, and advance operational and process improvements across the Alaska market.
• Serves as a liaison between branch teammates and teams, Retail Leadership, and centralized partners to research, resolve, and communicate complex operational, client, and risk issues in a timely manner.
• Supports in-person and remote branch activities that strengthen operational excellence, branch risk discipline, and control execution across all Alaska branches.
• Ensures compliance with operational, regulatory, security, audit, and internal risk procedures, including timely review and follow-up on exceptions, audit tasks, and branch control requirements.
• Provides direction, coaching, and guidance to branch teams and leaders on operational procedures, policy adherence, self-sufficiency, and execution of enterprise and market initiatives.
• Researches and responds to escalated client concerns and executive complaints in partnership with Executive Client Relations, branch teams, Business Managers, and other stakeholders, ensuring timely and effective resolution.
• Handles complex branch and client issues, including fraud loss research, charge-offs, account maintenance requests, loss notifications, and escalated line of business approvals, in partnership with the Centralized Retail Support Team and field leaders.
• Works closely on escalations with the Centralized Retail Support Team and supports the review and clearing of RRM exceptions and other operational risk items.
• Conducts research and provides resolution support for teller and ATM outages, unlocated cash outages, branch chargebacks, Reg CC holds, credit scanning exceptions, CIU exceptions, Patriot Act violations, Canadian check collections, NOW accounts, and other operational matters as needed.
• Builds and analyzes reports using data from multiple sources to identify trends, root causes, and opportunities for process improvement, risk mitigation, and better teammate and client outcomes.
• Acts as a change champion by influencing the implementation, execution, and reinforcement of critical changes, standard processes, and control expectations across the Alaska Retail Network.
• Partners with market and field leaders to support branch closures, staffing and operational continuity, and other market-specific business needs across Alaska.
• Delivers world-class service to teammates, leaders, line of business partners, and clients while maintaining a strong focus on operational excellence, risk management, and client advocacy.
• Performs other duties as assigned; duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.
• Maintains compliance with all KeyBank policies and procedures, including acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key’s clients and Key.

Qualifications

• 3+ years of experience in retail banking, including branch operations and a strong knowledge of banking products, policies, and procedures (required)
• 3+ years of experience in retail management, operational support, risk management, or related branch leadership responsibilities (required)
• Demonstrated success in effectively communicating and influencing at multiple levels within an organization (required)
• Demonstrated success in complex problem solving, client issue resolution, and operational decision-making (required)
• Demonstrated ability to lead, develop, coach, and support leaders and branch teams, including in situations without direct authority (required)
• Strong ability to listen actively, assess issues thoroughly, and take action based on what was heard (required)
• Thorough understanding of branch operations, audit, finance, fraud, charge-off, accounting, regulatory, and risk control practices (required)
• Ability to build strong interpersonal relationships across Retail branch teams and business partners throughout the Alaska market (required)

Experience

• High School Diploma GED, or equivalent experience (required)
• Bachelor's Degree (preferred)

Tactical Skills

• Strong written, verbal, and presentation skills, with the ability to communicate clearly across multiple levels of the organization.
• Exceptional organizational skills and attention to detail, with the ability to manage multiple priorities in a dynamic environment.
• Demonstrated ability to build strong working relationships across branch teams and business partners.
• Leadership presence to guide, coach, and influence others effectively, including in situations without direct authority.

Personal Skills

• Adaptability: Adjusts effectively to shifting priorities, market needs, and branch conditions while maintaining focus on operational excellence and risk discipline.
• Collaboration: Brings people together to solve problems, make decisions, and support branch and client outcomes.
• Judgment: Evaluates situations thoughtfully, seeks appropriate input, and makes sound decisions aligned to client, teammate, and business needs.
• Professionalism: Demonstrates self-awareness, composure, and strong interpersonal judgment in complex or sensitive situations.
• Problem Solving: Uses structured approaches to identify root causes and implement practical solutions.

Physical Demands

• Consumer Retail Management - Ability to communicate face to face and on the phone with clients and teammates, frequent use of hands to manipulate and grasp objects, occasional bending and lifting from floor height, frequent lifting of 1 to 10 lbs., and occasional lifting of up to 30 lbs.
• Frequent travel to multiple branch locations within the Alaska market.
• May need to drive to multiple branch locations in a single day; ability to operate a motor vehicle with a valid driver's license is required.

Work Location Category

Branch / Market Field Support

Compensation And Benefits

This position is eligible to earn a base salary in the range of $69,000.00 - $105,000.00 annually. Placement within the pay range may differ based upon various factors, including but not limited to skills, experience and geographic location. Compensation for this role also includes eligibility for incentive compensation which may include production, commission, and/or discretionary incentives. Please click here for a list of benefits for which this position is eligible.

KeyCorp is an Equal Opportunity Employer committed to sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, pregnancy, disability, veteran status or any other characteristic protected by law. Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing HR_Compliance@keybank.com.