Key Private Bank Client Relationship Associate

Location: 660 White Plains Road, Tarrytown, New York

About the Role

The Client Relationship Associate (CRA) supports the KPB sales team to 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.

Responsibilities

• Prepare and participate in the development of sales presentations, annual wealth reviews, and other materials for client meetings.
• Schedule internal and external meetings (pre/post-call team meetings and client meetings) and attend and contribute to market huddles/pods.
• 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 new client onboarding process, including adding new clients to Wealth Direction (WD) and providing client and advisor support in leveraging WD in client activities.
• Coordinate officer transitions when team members transition on or off the KPB sales team.
• Maintain the Customer Relationship Management System (Salesforce) and leverage the system for data quality and to update client/prospect information.
• Identify opportunities to retain and expand relationships. Gather information from the client and consult with the KPB Officer.
• Assist the Sales 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.
• Work with the team to plan and manage client events, attending as needed.
• Perform other duties as assigned; duties, responsibilities, and/or activities may change or new ones may be assigned at any time with or without notice.
• Comply 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

• Bachelor's Degree (preferred).
• 3 years of related work experience or equivalent combination of work/educational background (required).

Skills

• Tactical Skills:
  • 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.
• Personal Skills:
  • Collaboration: Demonstrates a basic understanding of collaborative processes and provides examples of how collaboration has or can help the organization reach its goals.
  • Digital Awareness: The ability to explain the concept, objectives, and major elements of relevant technologies and tools within the organization.
  • Empathy: Discusses others’ points of view, recognizes what they may be feeling, and demonstrates an active interest in their concerns.
  • Problem Solving: Utilizes accepted procedures for problem analysis and resolution; explains the value of a disciplined approach to problem solving.
  • Resilience: The ability to view problems and challenges as opportunities to grow personally and professionally.
• Practical Skills:
  • Business Acumen: Works to understand the business priorities of internal and external clients and can describe relevant profitability drivers and considerations.
  • Oral & Written Communication: Demonstrates the ability to speak, write, and present in a way that effectively conveys the intended message to an audience.
  • Risk Management: Describes key issues and benefits of risk management practices and makes use of organizational resources for risk avoidance and management.
• Core Competencies: All KeyBank employees are expected to demonstrate Key’s Values and sustain proficiency in identified Leadership Competencies.

Physical Demands

General Office - Prolonged sitting, ability to communicate face to face in person or on the phone with teammates and clients, frequent use of PC/laptop, occasional lifting/pushing/pulling of backpacks, computer bags up to 10 lbs.

Pay

This position is eligible to earn a base hourly rate in the range of $25.00 - $38.46 per hour. 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 incentive compensation which may include production, commission, and/or discretionary incentives.

Benefits

Please click here for a list of benefits for which this position is eligible.