GENERAL SUMMARY AND PURPOSE:
- Receive inquiry and issue calls from line of business (LOB) and external clients. Answer general inquiries. Research, coordinate and resolve operational and system issues/problems. Process trades for directed accounts that do not have an investment advisor. Take internal/external calls from KeyLink/Pensioners. Track all calls/inquiries through final resolution.
Position can sit at either the Higbee or Tiedeman location
ESSENTIAL JOB FUNCTIONS
- Consistently deliver superior client service in every client interaction
- In a centralized environment, receives operational and system related inquiries via phone calls, faxes and e-mails from external clients.
- Act as liaison for our clients to provide first call resolution by coordinating and following up with other departments as needed to resolve issue. Follow-up until issue resolved.
- Provide technical support to Private Bank clients by trouble-shooting complex issues that involve PC operating systems, browsers, devices, navigation, access and connectivity issues.
- Set up of KeyLink and Wealth Portal access for clients.
- Verify correct coding in KeyLink to determine if certain errors are a result of incorrect coding. If so, facilitate correction of system coding.
- Answer general inquiries regarding Trust Operations, Trading & KeyLink.
- Research issues to identify problems/issues as they occur (isolated) or global issues and work with appropriate technology partners to resolve.
- Take trade orders directly from external client and process them in the Charles River trading system.
- Conduct extensive research and problem resolution. Research the most complex issue’s pertaining to each Operational Area in Trust (Corporate Actions, Income Collections, Trade Settlement, Free Receipts and Distribution, Cash Processing, Fund Accounting, Statement Preparation, Decalog and KeyLink.
- Communicate orally and in writing with Trust Officers, Portfolio Managers and Associates nationally as well as Trust Operations Managers and staff.
- Establish and maintain strong working relationships with LOB and Operations staff.
- Participate in committees and assist in testing and implementation for KeyLink and other systems as appropriate.
MARGINAL OR PERIPHERAL FUNCTIONS
- Backup other team members
- Special projects as needed
REQUIRED QUALIFICATIONS
- Degree in business administration or equivalent work experience.
- Must demonstrate a working knowledge of mobile space, browsers, systems issues and client navigation.
- Minimum of three years experience in areas of bank operations, trust administration, wealth management, and/or technology operations.
- Demonstrated strong client servicing skills – must have a client first attitude and possess sense of urgency for problem resolution.
- Excellent analytical and problem solving skills.
- Strong written and oral communication skills.
- Above average PC skills including MS Excel and PowerPoint.
PREFERRED QUALIFICATIONS
- Experience with KeyLink mainframe system, Compass, NPTAC, Salesforce, Cognos and Wealth Direction
FLSA STATUS:Exempt
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.
45968BR
