KPB Client Service Associate

Location:

Job Summary
The Client Service Associate (CSA) works in a centralized task queue environment supporting the Key Wealth Investment Management & Trust (IM&T) sales and administration 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

Administration Support

• Provides front-line service to clients via telephone or other digital delivery methods.
• Performs day-to-day functions (i.e., process mail/checks, cash movements, account/asset/fee maintenance, etc.) in a task queue environment. Including but not limited to processing mail and depositing checks and other support functions.
• Act as the liaison between the client, internal partners, and other centralized support teams (such as Trust Operations, Trust Tax, Non Profit and Real Estate).
• Uses cash forecasting to determine cash needs in accounts over a period of time, working closely with the Team; resolves overdrafts/un-invested cash daily.
• Reads and understands account documents; establishes and maintains orderly record keeping system, ensuring maintenance of confidential account files, and proper workflow.
• Builds and maintains effective working relationships with other team members/partners to ensure high quality and timely administration of assigned accounts
• Leads by example and demonstrates client focus and teamwork towards both clients and KeyBank employees; provides back-up to other team members
• Discovers, analyzes and researches account problems and recommends solutions as appropriate.
• Mitigates risk by servicing accounts in compliance with KeyBank policies and procedures, as well as with regulatory and legal requirements.
• Prepares various reports, correspondence, technical documents and special projects as directed by the Administrator.

Client Management

• Follows-up on client issues and relays information to relationship team members through correspondence, telephone communications and conferences.
• 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.
• Resolves client requests and refers complex inquiries to Relationship Manager and/or Administrator.

Compliance

• Maintains compliance with all internal policies and procedures as well as with regulatory requirements.
• Assumes accountability for all work on assigned tasks
• Participates in professional training opportunities including seminars and self -learning opportunities

Education/Work Experience

• A minimum of one year experience working within the financial industry or other client service roles.
• Associate degree in business-related field or equivalent work experience

Skills

• General knowledge of financial products and services, including banking, trust and investments.
• Demonstrated proficiency and effectiveness in strong customer service, communications, problem solving, attention to detail and organizational skills
• Ability to interact effectively in a team environment.
• 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, SalesForce and other web-based portals

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.