The Associate Relationship Manager (ARM) is responsible for managing and building clients relationships based upon knowledgeable advice that is aligned to the clients’ financial needs and advocating solutions that lead to the attainment of the clients’ financial aspirations and goals. The ARM manages up to 350 of “Maintain” value segment clients, currently defined as clients who meet the Key Private Bank’s target profile with revenue between $5,000 and $20,000 and potential growth not expected to exceed $20,000. The ARM works with the Maintain book of clients to achieve three objectives:
Deliver the client experience through relationship reviews and client service reviews, leveraging the Key Private Bank (KPB) process with a focus on discovery.
Identify and Cross-sell additional services.
Surface opportunities identified in the book for more significant growth to the assigned Relationship Manager and partner with them on the sales process.
ESSENTIAL JOB FUNCTIONS
The ARM will be responsible for functions that align with the wealth sales process in daily work to create a constructive client experience. This includes:
Maintains and expands current client relationships through developed client contact activity plans (minimum of two contacts per year/client)
Develops and maintains an in-depth knowledge of the KPB Sales Process, Client Experience and Client Service Standards.
Engages and/or coordinates advisory team based on client needs. Acts as lead and/or client advocate/representative on assembled team.
Employs and maintains a disciplined approach to the client review process using designated tracking tools to document progress on implementation of client strategies.
Identify opportunities to retain and expand relationships. Gather information from the client and consult with appropriate team members to recommend product solutions.
Participates in Community organizations to demonstrate Key’s commitment to the local community.
Develops a comprehensive understanding of client’s needs, based on the review and analysis of personal and business financial data gathered through Relationship Reviews, the customer relationship manager (CRM) system and personal meetings.
Determines client needs and opportunities
Delivers distinctive service by completing annual relationship and service reviews and consistently updates the CRM system with current client data, call summaries, etc.
Brings other relationship management team partners to the table to deepen the relationship based upon need and assessment.
Prepares and delivers client presentations, individually and as part of a team, presenting appropriate financial solutions via consultative review and proactive contact.
Promotes and cross-markets products and services to clients by keeping clients informed of products and services.
Actively listens to concerns, presents a clear concise picture and provides the client with targeted solutions to close the sale.
Handle and resolve routine requests.
Generate new account documentation, and coordinate and prepare loan documents, including the initiation of CWA credit write-ups, collaborating with the Market Sales Leader on complex or challenging situations.
Ensure new accounts and services are set up and properly coded consistent with client objectives.
Participate in special projects as requested.
Understand KPB Risk Policies and Procedures and adheres to them.
Develops knowledge of Fiduciary regulations, Investment Policy and Credit Policy & Guidelines to help direct conversations and provide insight on proposed client solutions.
Work with clients to ensure timely collection of financial statements and other documents as required.
Bachelor’s Degree, preferably in Business or a Business-related discipline, or equivalent work experience
Minimum 3-5 years of financial services related experience.
Excellent client relationship and superior partnering skills.
Deep knowledge of financial products and banking regulations
Established excellent written and verbal communication skills.
Proficient in personal computer applications to drive results
Experience in working with High Net Worth individuals and their financial issues.
Experience working in credit teams and have a proven understanding of the importance of asset quality and exceptional customer service.
Sales or customer service experience.
KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to engaging a diverse workforce and sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
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