Financial Wellness Associate (R-36004)

Job Summary
Be a problem solver, trusted advisor, and partner to the people and businesses in our KeyBank communities. A Financial Wellness Associate (FWA) splits 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.
• Listens for clues for financial wellness opportunities during client conversations and then appropriately transitions the clients either individually or to a Banker; Provides effective and customized financial wellness recommendations to clients.
• Consistently attains individual activity, behavior, and outcome goals and expectations.
• Participates in and occasionally facilitates in-person morning huddles and end-of-day debriefs.
• Follows compliance, audit, and security procedures, balances cash drawer within balancing guidelines.
• Develops strong partnerships with branch teammates and line of business partners – focusing on client acquisition and deepening the relationship of current clients; effectively manages internal and external centers of influence.
• Reviews and maintains knowledge of product guides, fees, and policies to stay current on offerings.
• Work on Saturdays as directed by management.
• 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:

• High School Diploma GED, or equivalent business experience (required).

Work Experience:

• 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).

Skills:

• Knowledgeable about the client’s accounts and business with the bank and uses sound judgment with clients and transactions.
• Exhibits strong sales and service skills, presenting products and services while proactively educating clients on utilizing available access channels (e.g., ATM, Online, and Telephone Banking).
• Strong work ethic and high level of integrity.
• Excellent time management skills.
• Promoting and supporting clients' overall financial health through education, planning, and tailored financial strategies.
• Knowledge of various financial products such as loans, credit cards, and investment options, and the ability to recommend suitable products to clients.
• Educating clients on financial concepts, products, and services to empower them to make informed decisions.
• Developing trust and rapport with clients through consistent, personalized interactions and effective communication.
• Accurately processing cash transactions, maintaining cash drawer balance, and ensuring security and compliance in cash operations.
• Strong communication, trust-building, and relationship management skills to foster strong advisor-client relationships.
• Ability to gain market insight and spot trends to provide sound financial strategies.

Core Competencies:

• All KeyBank employees are expected to demonstrate Key’s Values and abide by Key’s Code of Conduct.

Physical Demands:

• 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.

Driving Requirements:

• Ability to routinely and frequently operate a motor vehicle with a valid driver's license.

Work Location Category:

• Branch.

Working at Key is an opportunity to join a company committed to your success and the success of the clients and communities we serve. We offer our teammates the skills, mentoring and training needed to meet their career goals and better serve our clients.