Location:
11461 Buckeye Road - Cleveland, Ohio 44104
Job Summary
Be a problem solver, trusted advisor, and partner to the people and businesses in our Key Bank communities. FWA's split their time between client servicing and transaction support (70% of time), and engaging clients in deeper conversation to uncover needs and provide guidance and solutions to assist in client's financial wellness, both in person and through proactive calling efforts (30% of time). As part of the branch team in a hybrid platform role, the FWA works closely with branch leadership and teammates to prioritize high-impact activities, ensuring their time is used strategically to support branch performance. Success in this role depends on effective branch choreography—clear coordination among team members to ensure time is spent in alignment with business priorities and client needs. At KeyBank, we believe it's our opportunity and our privilege to help our clients move forward in their financial journey. We take pride in serving our clients and making them feel that no bank will fight harder for them.
Essential Functions
- Embodies a strong client experience culture, being present with every client and teammate and realizing the impact we can have on their day, personally, professionally, and financially.
- Accepts and accurately processes all financial service transactions, while identifying opportunities during the transaction to deepen and expand the client relationship.
- Acts as a resource to identify and resolve more complex client servicing issues.
- Listens for clues for financial wellness opportunities during client conversations and then appropriately transitions the clients either individually or to a Banker; Provides effective and customized financial wellness recommendations to clients.
- Consistently attains individual activity, behavior, and outcome goals and expectations.
- Participates in and occasionally facilitates in-person morning huddles and end-of-day debriefs.
- Follows compliance, audit, and security procedures, balances cash drawer within balancing guidelines.
- Develops strong partnerships with branch teammates and line of business partners – focusing on client acquisition and deepening the relationship of current clients; effectively manages internal and external centers of influence.
- Reviews and maintains knowledge of product guides, fees, and policies to stay current on offerings.
- Work on Saturdays as directed by management.
- Staff schedules are based on anticipated branch traffic and transaction volume to ensure sufficient coverage of client service needs. Timeliness and regular and predictable attendance are essential functions of this role. Staffing levels have a direct impact on client service and satisfaction. Schedules are set in advance, although teammates do have the opportunity consult with management if changes are necessary.
- To the extent practical, teammate will schedule appointments outside working hours. If an appointment needs to be scheduled during working hours, teammate will provide their manager with as much advanced notice as possible to minimize disruption to the business.
- 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 KeyBank 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.
Education
- High School Diploma GED, or equivalent business experience (required)
Work Experience
- Experienced in developing current and new client relationships, achieving sales goals, and building referral sources- through techniques such as tele-consulting, outside calling, prospecting and networking. (required)
- Experienced in cash handling. (required)
- General understanding of PC with Windows based applications and calculator. (required)
- Working knowledge of digital technology (mobile, apps, web-based browsing) and ability to educate clients on digital platforms and capabilities within Key. (required)
Licenses and Certifications
- Notary License within 180 Days (preferred)
Skills
- Knowledgeable about the client’s accounts and business with the bank and uses sound judgment with clients and transactions.
- Exhibits strong sales and service skills, presenting products and services while proactively educating clients on utilizing available access channels (e.g., ATM, Online, and Telephone Banking).
- Strong work ethic and high level of integrity.
- Excellent time management skills.
- Promoting and supporting clients' overall financial health through education, planning, and tailored financial strategies.
- Knowledge of various financial products such as loans, credit cards, and investment options, and the ability to recommend suitable products to clients.
- Educating clients on financial concepts, products, and services to empower them to make informed decisions.
- Developing trust and rapport with clients through consistent, personalized interactions and effective communication.
- Accurately processing cash transactions, maintaining cash drawer balance, and ensuring security and compliance in cash operations.
- Strong communication, trust-building, and relationship management skills to foster strong advisor-client relationships.
- Ability to gain market insight and spot trends to provide sound financial strategies.
Core Competencies
- All KeyBank employees are expected to demonstrate Key’s Values and abide by Key’s Code of Conduct.
Physical Demands
- Consumer Retail - Prolonged Standing (5-8 hours per day), frequent use of hands to manipulate/grasp objects, ability to communicate face to face and on the phone with clients, occasional bending and lifting from floor height, frequent forward reach, frequent lifting of 1 – 10 lbs., occasional lifting of up to 30 lbs.
Driving Requirements
- May need to drive to multiple locations in a single day; ability to operate a motor vehicle with a valid driver's license required.
Work Location Category
COMPENSATION AND BENEFITS
This position is eligible to earn a base hourly rate in the range of $19.23 - $28.37 per hour. Placement within the pay range may differ based upon various factors, including but not limited to skills, experience and geographic location. Compensation for this role also includes incentive compensation which may include production, commission, and/or discretionary incentives.
Please click here for a list of benefits for which this position is eligible.
Job Posting Expiration Date: 01/29/2027

KeyCorp is an Equal Opportunity Employer committed to 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, age, genetic information, pregnancy, disability, veteran status or any other characteristic protected by law.
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.
