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Client Experience Associate

Company: Laurel Road
Location: Akron
Posted on: January 15, 2022

Job Description:

Location:219 South Main Street - Akron, Ohio 44308ABOUT THE JOB (JOB BRIEF)Client Experience Associate provides sales and client service 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 FUNCTIONSBuild and maintain client relationships Provide 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 followingPrepare and participate in the development of sales presentations, annual wealth reviews, and other materials for client meetingsScheduling of internal and external meetings (Pre / Post Call team meetings and Client Meetings)Coordinate new client onboarding processCoordinate officer transitionsEnsure integrity of client data / submit maintenance as requiredContribute to overall office experienceConduct and participate in Annual Service ReviewsActively participate in pre/post call client meetings and POD meetings. May participate in client meetingsProvide 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), 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.Responds to routine and complex client inquiries and resolves/refers to appropriate support partner. Submits service requests for DDA, Loan or general service needs.Provide alternative solutions to clients in using digital/alternative resources, such as wire transfer agreements, online mobile banking, mobile deposits, online transfers and bill pay, online statements, disputing a transaction etc.Will likely serve as the primary contact for some client relationships.Acts as a resource to the team for Consumer and Business Deposit products, understands pricing and product features and benefits. Generates 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.Monitor non-sufficient funds and overdrafts within established levels of authority. Ensure daily resolution to client's overdrafts and insufficient funds referring appropriate matters to KPB RM,and Sales Leader.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.Working in tandem with the KPB Relationship Manager to 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. 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 margin exposure. Report significant account developments or concerns to the assigned KPB officer.Participate in special projects as requested.Operational and Compliance activitiesComplete role specific coursework outlined in My Learning Center learning plans and within the KPB role specific training roadmap.Effectively Manage Risks and Rewards - Adhere to internal policies, laws and regulations and complete risk training by defined due datesParticipate in KPB operational forums (Service Council calls) or other training opportunities as they become availableActively partner with other Service team membersProvide backup and support for other Client Strategists and Client Experience Associates.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 appropriate.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.REQUIRED QUALIFICATIONSBachelor'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 people.Ability to interact effectively and collaboratively in a team environment.Ability to work, make decisions and manage client relationships independently while managing competing priorities.Ability to multi-task, quickly change direction and have an independent work ethic.Ability to maintain all servicing aspects of the client relationship.Ability to exercise discretion due to accessing and handling highly sensitive information.Demonstrated attention to detail.Ability to learn and use proprietary software, databases and systems.Proficient in all Microsoft Office Applications.Employees in this job are required to comply with all rules and regulations of The Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (The SAFE Act). COMPETENCIESClient Focus: Is dedicated to meeting the expectations and requirements of internal and external client; receives first-hand client information and uses it for improvements in products and services; speaks and acts with client in mind; establishes and maintains effective relationships with clients and gains their trust and respect.Time Management: Uses time effectively and efficiently; concentrates efforts on the more important priorities; can attend to a broader range of activities, utilizing less time.Organizing: Can obtain and coordinate resources to get things done; can orchestrate multiple activities at once to accomplish a goal; arranges information and files in a useful manner.Planning: Accurately scopes out length and difficulty of tasks and projects; breaks down work into process steps: anticipates and adjusts for problems and roadblocks; measures performance against goals and evaluates results.Problem Solving: Analyzes issues, decision/solution effectiveness, follows through.Personal Effectiveness: Detail oriented, demonstrates adaptability, and develops oneself, personal organization.Functions/Technical Skills: Has the functional and technical knowledge and skills to perform at a high level of accomplishment.Leadership: Promotes a professional team atmosphere that encourages the open expression of ideas and opinions leading to a successful client service environment; supports business objectives through active advocacy and behavioral adoption.Key has implemented a role-based Mobile by Design approach to our employee workspaces, dedicating space to those whose roles require specific workspaces, while providing flexible options for roles which are less dependent on assigned workspaces and can be performed effectively in a mobile environment. As a result, this role may be mobile or home based, which means you may work either at a home office or in a Key facility to perform your job duties. 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. Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing HR_Compliance@keybank.com .

Keywords: Laurel Road, Akron , Client Experience Associate, Other , Akron, Ohio

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