Client Experience Associate
Posted on: May 19, 2019
ABOUT THE JOB (JOB BRIEF)
Client Experience Associate provides sales, client service and
administrative support to enable assigned Key Private Bank officers
(Relationship Manager, Wealth Advisor, Client Experience Manager)
to deliver an exceptional client experience, high quality service
and to maximize sales production. Provides operational and
documentation support to officers, while also Identifying and
capitalizing on opportunities to expand and retain client
relationships. Collaborates with Client Strategist Associates to
support organization of sales team members and assist officers as
required throughout each step of the Key Private Bank sales and
client experience process.
ESSENTIAL JOB FUNCTIONS
Build and maintain client relationships
Provide organizational support to assigned Key Private Bank (KPB)
Officer, Relationship Manager (RM), Wealth Advisor (WA) and/or
Client Experience Manager (CEM) in execution of the KPB Sales and
Client Experience process, which may include supporting the
Prepare and participate in the development of sales presentations,
relationship reviews, and other materials for client meeting.
Assist in developing client Roadmap, Dossier and Wealth Issues
Scheduling of internal and external meetings (Pre / Post Call team
meetings and Client Meetings)
Coordinate new client onboarding process
Coordinate officer transitions
Ensure integrity of client data / submit maintenance as
Contribute to overall office experience
Conduct and participate in Annual Service Reviews
Provide support for end to end ownership of the client experience
through collaboration, coordination and personal ownership of all
client activities with KPB Sales Team (including Client Experience
Associates), Wealth Services and centralized support teams.
Activities are seen through to completion with proactive
communication (i.e. acknowledge requests, provide an estimated time
of completion and follow up).
Leverage sales teams to generate requests for account information,
research and issue resolution.
Identify opportunities to retain and expand relationships. Gather
information from the client and consult with the KPB officer (RM,
WA, CEM). Recommend product solutions, such as Investment
Management & Trust (IM&T), financial planning, depository
accounts, treasury management, loans, etc. Quote interest rates,
when appropriate, providing necessary disclosures.
Maintain client data quality and leverage Customer Relationship
Management system (Salesforce) to update client information.
Onboard new clients to Wealth Direction (WD) and provide client and
advisor support in leveraging WD in client activities.
Handle and resolve routine requests, processes transactions, such
as wire transfers, issuance of cashiers checks, non-sufficient
funds and overdrafts within established levels of authority. Refer
appropriate matters to KPB Officer (RM, WA, CEM).
Resolve issues and follow up with clients and/or advisors to ensure
Will likely serve as the primary contact for some client
Generate new deposit account documentation. Maintain client files
and records that include properly executed signature cards and all
required supporting documentation i.e. corporate resolutions,
copies of legal agreements, etc.
Onboard new IM&T account, including pre-acceptance, new account
paperwork, asset collection, Keylink and fee set-up.
Generate and/or coordinate the preparation of loan documents.
Ensure that the loan documents are consistent with the terms and
conditions of the loan approval. Able to interpret terms and
conditions of the various loan documents, including the terms and
conditions on unique and complex credit facilities. Monitor reports
and initiate client contact to request financial information,
collateral reports, etc. in support of loan renewals and reviews.
Organize and maintain credit files in a manner consistent with
corporate and regulatory requirements.
Initiate credit write-ups and complete basic client information,
maturity dates, account information, etc. Ensure the completion of
basic information prior to the Relationship Manager completing the
narrative of the credit summary. Credit duties may be assigned
across associates as needed.
Interpret reports and take action to maintain asset quality.
Prevent and, when appropriate, resolve loan documentation
exceptions. Follow-up to resolve loan delinquencies and/or under
Report significant account developments or concerns to the assigned
Ensure accurate and timely client information in the systems that
generate reports and support sales and service activities.
Ensure new accounts and services are set-up and properly coded.
Participate in special projects as requested.
Support / Back up all client experience and strategist associates
as required to ensure the execution of the overall KPB Client
Operational and Compliance activities
Complete role specific coursework outlined in My Learning Center
learning plans and within the KPB role specific training
Effectively Manage Risks and Rewards - Adhere to internal policies,
laws and regulations and complete risk training by defined due
Participate in KPB operational forums (Service Council calls) or
other training opportunities as they become available
Actively participate on the Administration teams:
Provide backup and support for other Client Strategists and Client
Assist with training peer associates.
Serve as a resource for the team on identified processing
situations or other projects as needed.
Participate in Key Private Bank efficiencies, i.e. identify issues
(determine if systemic), provide solutions, and escalate if
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.
Bachelor s Degree Preferred or equivalent experience
A minimum of three to five years related work experience or
equivalent combination of work/educational background.
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.
Demonstrated proficiency and effectiveness in organizational skills
including the ability to balance multiple requests and prioritize
tasks in an efficient manner or order to support multiple
Ability to interact effectively and collaboratively in a team
Ability to work, make decisions and manage client relationships
KeyCorp is an Equal Opportunity and Affirmative Action Employer
Keywords: KeyCorp, Syracuse , Client Experience Associate, Other , Syracuse, New York
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