Key Private Bank Team Lead Associate

Location

202 S Michigan Boulevard, South Bend, Indiana

Manages the Associate roles of the Key Private Bank (KPB) sales team to ensure quality client service, sales support, operational excellence and adherence to all procedural and compliance responsibilities. Supports the KPB Sales Leader (SL) in assigned tasks as well as the needs of the sales team. The Associate Team Lead works closely with SL to drive operational effectiveness and client experience outcomes in support of managing client relationships and sales support delivery.

Develops the team to deliver consistent and high caliber results in client experience, service and sales support and change management.

• 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, Wealth Services and centralized support teams.
• Acquire an in-depth understanding of the Client Experience Associate and Client Strategist Associate roles and responsibilities to ensure seamless client delivery utilizing all available resources.
• Provide training, coaching, and performance reviews for all associates in assigned markets; hire, onboard, and recruit as necessary to maintain staffing levels.
• Ensure proper backup and support for Client Strategist and Client Experience Associates; provide coverage and support as needed.
• Monitor and schedule work to maintain proper coverage at all times and ensure appropriate allocation of resources.
• Identify and resolve client service issues, provide leadership and interaction with clients, staff, and management, and report significant issues to the Regional Associate Team Lead or KPB National Service Leader.
• Adhere to corporate compliance and audit standards, maintain Self Assessment testing, ensure proper office signage, new account documentation, NSFs, overdrafts, General Ledger transactions, and monitor loan document exceptions.
• Lead compliance training and meetings to increase employees’ knowledge and adherence to guidelines; oversee compliance tests and training to meet RISC guidelines.
• Provide support to Sales Leader for sales reporting and tracking, delegate office duties, and maintain accurate client data and client transitions.
• Provide quality client service to the sales team with a solid understanding of KPB Sales Process, onboarding process, credit approval, and Salesforce usage.
• Coordinate presentation materials and correspondence; act as a change champion and lead implementation and reinforcement of critical changes within KPB and Key Bank Branch Operations.
• Complete role-specific coursework and ensure all KPB staff complete required learning plans; manage risks and rewards according to internal policies and regulatory requirements.
• Participate in KPB operational forums and serve as a resource for the team on processing situations or projects as needed.
• Identify and solve efficiency issues, provide solutions, and maintain effective relationships with other team members, Wealth Services, Fiduciary Control Group, and centralized support areas.

• Bachelor’s degree or equivalent experience.
• Minimum of five years related work experience or equivalent combination of work and educational background.
• In-depth knowledge of financial products and services; strong credit and fiduciary acumen.
• Demonstrated proficiency in client service skills, communication, and problem resolution.
• Proficiency in organizational skills, ability to balance multiple requests and prioritize tasks efficiently.
• Ability to interact effectively and collaboratively in a team environment and to manage client relationships independently while handling competing priorities.
• Ability to multitask, change direction quickly, and maintain an independent work ethic.
• Discretion with highly sensitive information and strong attention to detail.
• Proficient in proprietary software, databases, and systems; proficient in all Microsoft Office Applications.
• Understanding and adherence to the Bank Secrecy Act (BSA) and Anti-Money Laundering (AML) regulations; strong grasp of applicable federal, state,…