KPB Team Lead Associate

KPB Team Lead Associate

Requirements

• Bachelor’s degree or equivalent experience
• A minimum of 5 years related work experience or equivalent combination of work/educational background
• In-depth knowledge of financial products and services
• Displays strong credit and fiduciary acumen
• 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 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.
• Understanding and adherence to bank’s Bank Secrecy Act (BSA) and Anti-Money Laundering (AML). Strong grasp of applicable federal, state and compliance regulations.

Responsibilities

• Supervise local market associate staff to achieve 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 and Strategist Associates, and Client Relationship Specialist), Wealth Services and centralized support teams.
• Acquire an in depth understanding of the Client Experience Associate and Client Strategist Associate roles and responsibilities in order to ensure a seamless client delivery utilizing all available resources.
• Provide training and coaching to all associates in assigned markets.
• Ensures effective utilization of staff, by hiring, onboarding, and recruiting. Partners to build bench strength and plan ahead of turnover to maximize staffing experience.
• Ensure there is proper backup and support for Client Strategist and Client Experience Associates and that each associate role is trained to provide high-level back up in instances where office may be short-staffed. Provide coverage and support for Client Strategists and Client Experience Associates as needed.
• Administer performance reviews and professional development plans for each associate (direct reports).
• Monitor and schedule work to maintain proper coverage at all times and to ensure appropriate allocation of resources.
• Proactively identifies and champions the resolution of client service issues (internal and external), requiring leadership and interaction with clients (internal and external), all levels of staff and management, product and support partners.
• Adhere to corporate compliance and audit standards to meet corporate and Line of Business (LOB) guidelines.
• Maintain Self Assessment testing on a monthly basis and ensure proper office signage, new account documentation, NSFs, Overdrafts, General Ledger transactions (APA).
• Monitor loan document exceptions and past due commercial loans and fiduciary requirements. Report significant issues to Regional Associate Team Lead /KPB National Service Leader.
• Hold meetings to review and increase employees’ knowledge and adherence to compliance guidelines.
• Oversee compliance tests and training to meet RISC guidelines.
• Report significant client developments to Sales Leader to allow for appropriate mediation.
• Research and resolve complex errors/issues and follow-up with clients to ensure satisfactory resolution.
• Provide support to Sales Leader for sales reporting and tracking.
• Delegate various office duties as appropriate i.e. supply ordering, mail, audits of cashier checks, etc.
• Responsible for maintaining accurate client data and approves client transitions. Serves as the person responsible for client data integrity for the team.
• Provide quality client service to sales team by understanding the KPB Sales Process as it relates to team interactions, process engagement and client experience (includes knowledge of available tools and resources), including Wealth Direction and KeyPad.
• Oversight/execution of the New Client Onboarding Process, Officer Transitions, and Service Reviews.
• Understanding of the Investment Management & Trust (IM&T) onboarding process, including account pre-acceptance, new account paperwork, and asset collection.
• Understanding of new accounts and loan procedures to ensure good client experience and complete documentation for compliance and audit purposes.
• Understanding of credit approval process, up to and including loan documentation to facilitate quality execution of credit experience for team and client.
• Knowledge of the Customer Relationship Management System (Salesforce) and the ability to leverage the system for data quality and to update client information.
• Coordinate preparation of presentation materials and correspondence to meet needs of sales team.
• Acts as a change champion, leads by example, and influences the implementation, execution, and reinforcement of critical changes within KPB Segment and KeyBank’s Branch Operations (that apply to KPB).
• Complete role specific coursework outlined in learning plans and within the KPB role specific training roadmap. Ensure that all members of local and regional KPB staff complete coursework outlined in learning plans.
• Effectively Manage Risks and Rewards – Adhere to internal policies, laws and regulations and complete risk training by defined due dates.
• Participate in KPB operational forums (Service Council, Trust Community, Regional calls) or other training opportunities as they become available.
• 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, Fiduciary Control Group and centralized support areas to ensure high quality and timely administration of assigned fiduciary accounts and a seamless delivery of the Client Experience.

Preferred Qualifications

No preferred qualifications provided.