Be a problem solver, trusted advisor, and partner to the people and businesses in our Key Bank communities. FWA's split their time between client servicing and transaction support (70% of time), and engaging clients in deeper conversation to uncover needs and provide guidance and solutions to assist in client's financial wellness, both in person and through proactive calling efforts (30% of time). As part of the branch team in a hybrid platform role, the FWA will work toward attracting new clients to Key and work with existing clients to develop and expand relationships based on their unique financial goals, leading to client confidence in their finances. Strong and effective teamwork, paired with communication polish and confidence, are critical for this role. At KeyBank, we believe it's our opportunity and our privilege to help our clients move forward in their financial journey. We take pride in serving our clients and making them feel that no bank will fight harder for them.
Embodies a strong client experience culture, being present with every client and teammate and realizing the impact we can have on their day, personally, professionally, and financially.
Accepts and accurately processes all financial service transactions, while identifying opportunities during the transaction to deepen and expand the client relationship.
Acts as a resource to identify and resolve more complex client servicing issues.
Listen for clues for financial wellness opportunities during client conversations and then appropriately transition the clients either individually or to a Banker; Provides effective and customized financial wellness recommendations to clients.
Consistently attains individual activity, behavior, and outcome expectations.
Participate in and occasionally facilitate morning huddles and end of day debriefs.
Follows compliance, audit and security procedures, balances cash drawer within balancing guidelines.
Developing strong partnerships with branch teammates and line of business partners – focusing on client acquisition and deepening the relationship of current clients; effectively managing internal and external centers of influence.
Review and maintain knowledge of product guides, fees, and policies to stay current on offerings.
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.
High School Diploma GED, or equivalent business experience (required)
Experienced in developing current and new client relationships, achieving sales goals, and building referral sources- through techniques such as tele-consulting, outside calling, prospecting and networking. (required)
Experienced in cash handling. (required)
General understanding of PC with Windows based applications and calculator. (required)
Working knowledge of digital technology (mobile, apps, web-based browsing) and ability to educate clients on digital platforms and capabilities within Key. (required)
Licenses and Certifications
Notary License (preferred)
Is knowledgeable about the client’s accounts and business with the bank and uses sound judgment with customers and transactions.
Exhibits strong sales and service skills, presenting products and services while proactively educating clients on utilizing available access channels (ex: ATM, Online and Telephone Banking).
Strong work ethic and high level of integrity.
Excellent Time management skills.
Adaptability: Demonstrates a willingness to listen to other opinions and adjusts to new or changing assignments, processes, and people while avoiding snap reactions
Collaboration: Demonstrates experience in participating in productive collaborative processes that help solve business problems and meet business goals
Critical Thinking: The ability to identify, obtain, and organize relevant data and ideas and prioritize concerns in the decision-making process
Decision Making: The ability to select the right activities to work on from a range of competing priorities and stands by decisions in the face of conflict or unexpected outcomes
Emotional Intelligence: Identifies relevant EI components, practices, benefits, and development venues and discusses issues and considerations needed to advance one’s own EI maturity
Business Acumen: Participates in business tasks to get things done in own business unit and communicates key considerations for business decision-making processes
Oral & Written Communication: Possesses the ability to adapt listening and facilitation style to others’ communication styles and uses various approaches appropriately and effectively
Risk Management: Implements or manages risk management for own business unit and documents key steps of the risk management process and associated procedures
Storytelling: Demonstrates basic storytelling principles to create compelling stories that will positively influence clients and potential clients
Change Navigation: Articulates the rationale for, and positive and negative consequences of change so as to help others adapt; encourages exploration of non-traditional ideas by team members leveraging the concept of continuous improvement
Core CompetenciesAll KeyBank employees are expected to demonstrate Key’s Values and sustain proficiency in identified Leadership Competencies.
Consumer Retail - Prolonged Standing (5-8 hours per day), frequent use of hands to manipulate/grasp objects, ability to communicate face to face and on the phone with clients, occasional bending and lifting from floor height, frequent forward reach, frequent lifting of 1 – 10 lbs., occasional lifting of up to 30 lbs.
Ability to routinely and frequently operate a motor vehicle with a valid driver's license.