Location:

10 West Market Street - Indianapolis, Indiana 46204

Job Summary
The Client Relationship Associate (CRA) supports the KPB sales team to 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.

Responsibilities

• Prepare and participate in the development of sales presentations, annual wealth reviews, and other materials for client meetings.
• Schedule internal and external meetings (Pre / Post Call team meetings and Client Meetings) and attends and contributes to market huddles /pods.
• Follows up after client meetings on takeaways and next steps.
• Understanding (or willingness to learn) the KPB sales process and available tools and resources to assist the team with opportunities to grow revenue.
• Coordinates the new client onboarding process, including adding new clients to Wealth Direction (WD) and providing client and advisor support in leveraging WD in client activities.
• 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.
• Identify opportunities to retain and expand relationships. Gather information from the client and consult with the KPB Officer.
• Assists Sales 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.
• 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 Qualifications

• Bachelor’s Degree (preferred)

Experience Qualifications

• 3+ years related work experience or equivalent combination of work/educational background (required)

Tactical Skills

• General knowledge of financial services and wealth management.
• 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.
• 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.

Personal Skills

• Collaboration: Demonstrates a basic understanding of collaborative processes and provides examples of how collaboration has or can help the organizational reach its goals
• Digital Awareness: The ability to explain the concept, objectives, and major elements of relevant technologies and tools within the organization
• Empathy: Discusses others’ point of view, recognizers what they may be feeling, and demonstrates an active interest in their concerns
• Problem Solving: Utilizes accepted procedures for problem analysis and resolution; explains the value of a disciplined approach to problem solving
• Resilience: The ability to view problems and challenges as opportunities to grow personally and professionally

Practical Skills

• Business Acumen: Works to understand the business priorities of internal and external clients and can describe relevant profitability drivers and considerations
• Oral & Written Communication: Demonstrates the ability to speak, write, and present in a way that effectively conveys the intended message to an audience
• Risk Management: Describes key issues and benefits of risk management practices and makes use of organizational resources for risk avoidance and management

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.

Job Posting Expiration Date: 04/23/2025

KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to building a diverse, equitable and inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other protected category.

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