KPB Client Service Associate

Location:

Job Summary
The Client Service Associate (CSA) works in a centralized task queue environment supporting the Key Private Bank (KPB) regional sales teams by ensuring full completion of client transactions, assisting with identification and coordination and product delivery. The Associate consistently meets the needs of our high-net-worth clients by providing efficient service and problem resolution throughout each step of the KPB service and client experience process. Supports the KPB team to grow, expand and retain client relationships as well as provide a differentiated client experience, leading to higher client satisfaction and Net Promoter Scores.

Essential Functions

• Support the Key Private Bank team in the delivery of the sales and client experience process by completing tasks in a centralized work queue, in a timely manner, shared across multiple markets.
• Service high-net-worth client accounts based on client need. Strive for first resolution of client issues, directly contributing to client satisfaction and retention.
• Develop and maintain proficiency in all service functions for deposit accounts, loans and investment management and trust accounts. Complete processes according to procedures.
• Understand and follow all client authentication processes and procedures to protect clients and Key from loss. Understand and identify red flags of fraudulent and money laundering activity. Escalate instances according to procedure.
• Partner closely with Relationship Managers and Client Relationship Associates. Enlist assistance from other CSAs, KPB Relationship Manager, Fiduciary Strategist or Portfolio Strategist as needed to service clients.
• Responsible for frequent communication with field team members on status of service requests and any additional information needed, as well as full documentation in Customer Relationship Management System (Salesforce) on status and resolution of service tasks.
• Identify opportunities to retain and expand relationships. Gather information from the client and consult with the KPB Officer.
• Remain knowledgeable about products, pricing, and features, as well as the relevant processes, procedures and systems to perform the job. Provide assistance to KPB RMs and Officers on internal support systems and functions so that procedures and programs are being utilized properly.
• Maintain client data quality and leverage Customer Relationship Management system (Salesforce) to update client information.
• Build and maintain effective working relationships with other team members, Wealth Services, and centralized support areas to ensure high quality and timely administration of assigned fiduciary accounts and a seamless delivery of the client experience.
• 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.

Education

• Associate's degree or equivalent experience (preferred)

Work Experience

• A minimum of 3 years related work experience or equivalent combination of work/educational background (required)

Skills

• General knowledge of financial products and services, including banking, trust and investments.
• 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 maintain all servicing aspects of the client relationship.
• 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.

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.

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.