KPB Client Relationship Associate

Client Relationship Associate

Location : 30100 Chagrin Blvd - Pepper Pike, Ohio 44124

Job Summary : The Client Relationship Associate (CRA) supports the KPB Relationship Manager and field team to manage their client book, grow, expand and retain client relationships. The CRA will be an active member of the relationship team accountable for efficient client onboarding, proactive outreach and providing top-tier service. The CRA identifies and anticipates client needs and supports KPB team members throughout the sales and client experience process.

Essential Functions :

• Prepare and participate in the development of sales presentations, annual wealth reviews, and other materials for client meetings.
• Support the field teams by scheduling internal and external meetings (Pre / Post Call team meetings and Client Meetings) and attends (when possible) and contributes to market huddles / pods.
• Owns follow up after client meetings on takeaways and next steps.
• Understand (or willingness to learn) the KPB sales process and available tools and resources to assist the team with opportunities to grow revenue.
• Coordinate the relationship team around the new client onboarding process, including supporting Relationship Manager with IM&T new account opening data entry, adding new clients to Wealth Direction (WD), and providing client and advisor support in leveraging WD in client activities.
• Primary responsibility for opening new deposit accounts and onboarding as well as Lending operations (ROE calculation, underwriting support, and ordering closing documents).
• Coordinate officer transitions when team members transition on or off the KPB sales team.
• Maintenance of the Customer Relationship Management System (Salesforce) and the ability to leverage the system for data quality and to update client / prospect information.
• Support RM with Salesforce Data Entry as needed.
• Identify opportunities to retain and expand relationships.
• Gather information from the client and consult with the KPB Officer. Assist relationship team in client contact strategy (inviting clients to events, sending whitepapers, meeting follow-ups, etc.) and proactive client outreach (regarding eligible products, scheduling relationship reviews, and identifying opportunities).
• Educate clients on digital or alternative resources, such as contact center support, wire transfer agreements, online mobile banking, mobile deposits, online transfers and bill pay, online statements, disputing a transaction etc.
• Provide financial planning support to both advisors (data collection / input, etc.) and clients (providing technical support and assistance when clients need guidance).
• Proactively look for opportunities to improve client experience (identify pain points, gaps, process improvements) and escalate client issues as needed.
• Works with team to plan and manage client events, attending as needed.
• Adopt and fully leverage centralized service task queue (Salesforce Task Queue) to direct service-related work away from field and to Client Service Associates. This includes submitting service tasks to the Task Queue as well as encouraging field teams to right channel service work directly to the Task Queue.
• 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 : Bachelor'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 services and wealth management. Demonstrated proficiency and effectiveness in client service skills.