Commercial Client Success Team Lead

Location:

4910 Tiedeman Road, Brooklyn Ohio Position Location Policy General

Location:

Open on location, Eastern/ Central markets preferred. Covering the Cleveland and Columbus portfolio. Hybrid Requirement (if within specific cities):
If the selected candidate resides near Key Bank office (non-branch location), they are expected to work on-site 2 days per week.

Hours:

8-5pm EST

Commercial Client Success Team Lead (CSTL) oversees a designated servicing team inside of Commercial Onboarding and Servicing (COS) to include Servicing Professionals across segments, products and within the markets. The CSTL will serve as a coach within the Middle Market Segment and drive servicing execution. The CSTL will serve as a primary contact for Sales Leaders as it pertains to servicing strategy and execution within the designated market.

The primary objective of the role is to lead the delivery of a premium client experience and value through timely, quality resolution of client service requests and proactive client outreach and support, while managing and mitigating Bank and Client risk.

• Lead a relationship officer and client manager team.
• Gives direction and drives accountability within the regional service organization, by influencing strategies, processes, activities, and use of systems to ensure identification and resolution of client service issues (internal and external), requiring leadership and interaction with clients (internal and external), all levels of staff and senior management, business development, product and support partners.
• Achieve OKR, scorecard and KPI targets Participate in cross-functional or cross-segment teams and/ project teams to achieve common goals for service delivery and asset quality/risk management Provides leadership and directs resources to support initiatives and service quality processes within the designated team.
• Effectively direct the treasury servicing, deposit opening, maintenance, and loan and other credit facility research or maintenance for the designated market relationship teams, document, and exception management, combined with a consistently high level of client satisfaction.
• Ensures the client facing team members are meeting performance expectations, fully engaged in client relationships and effectively utilized by team.
• Actively involved with Commercial Sales Leaders in resolving escalated client services issues.
• Travels on a periodic basis to meet with Relationship Teams, attend bank, client, and educational meetings and events.
• 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 Key Bank 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.

• Bachelor's Degree or related experience (required)
• Bachelor's Degree in accounting, finance, economics, or related field (preferred)

• 5+ years Strong understanding of commercial lending concepts or equivalent experience (required)
• 5+ years Previous experience with commercial banking support functions. Possess expertise in the overall servicing of commercial banking clients, including resolution of client issues and the ability to identify cross-sell opportunities. (required)
• 3+ years of Coaching & Development:
  Invests in employee growth, provides guidance, and creates opportunities for advancement. (required)
• Supervisory experience (preferred)
• Excellent knowledge of commercial loan and deposit documentation (required)
• Treasury management experience (preferred)
• Ability to establish and strengthen effective working relationships among team members and product and support partners. (required)
• Understanding and adherence to bank’s BSA/AML program.
• Strong grasp of applicable federal, state and compliance regulations. (required)

All Key Bank employees are expected to demonstrate Key’s Values and sustain proficiency in identified Leadership Competencies.

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