KeyBank is more than a checking, savings and loan provider. We provide a vast range of financial services that are designed to help people and businesses thrive, and we work every day to build our clients’ knowledge and awareness of their many financial product and service options. Financial Wellness Consultants are instrumental in educating the community on the many ways Key can help clients adjust how they approach their finances that can amount to better financial outcomes in the future.
The Financial Wellness Consultant (FWC) is a multifaceted role. If you love interacting with the public, being kept on your toes, multitasking, wearing many hats and having a lot of variety in your day, this could be the role for you. The FWC is not stationed in any one location within the branch. On any given day you might be greeting clients and working to understand what brought them in, assisting customers with their transactions on the Teller line or engaging clients in a financial wellness review to identify opportunities for unexpressed needs or validating the financial plan they have in place. Picking up the phone and calling on a book of business or going out on sales calls to drive new business are also common tasks for this role. The knowledge you build in this role is incredible.
A drive to do the right thing and help people in any way possible tends to be a highly successful characteristic in this role. This role could lead to your getting licensed, or you could go into management or any number of paths within the bank. The starting place is a desire to listen and learn about our clients’ needs. Helping members of your community develop better credit scores, manage challenging life changes and build better savings habits are just a few of the rewarding things you can be a part of when working in our branches.
- Client Experience
- Passion for financial wellness and helping others
- Proven ability to provide exceptional customer service and client experience
- Experience developing new and current customer relationships, achieving sales goals and building referral pipelines
- Demonstrated experience with business partner collaboration
I like to refer to retail banking as organized chaos in the sense that you can have a plan for the day, but then once the doors open and the phones start ringing, you never know where it's gonna take you. But one thing is always consistent, is that you're going to have the ability to impact clients' lives in a meaningful way each and every day. So our Financial Wellness Consultants will meet clients at the door, ask them what brings them in, be able to transition them over to their work station. And if it was to deposit a check, they'll obviously deposit that check, but during that interaction, they'll ask what else is going on in that client's life, right? And who knows where that conversation is gonna go? For a lot of our clients it will mean that they're willing to share a concern that they're having, or an upcoming opportunity that they're looking at, and there might be a role for the bank to play with that opportunity. So our Financial Wellness Consultants do a tremendous job. They help our clients in so many ways. It's really about listening, asking questions, and really being motivated to help clients, but those opportunities to make true client impact are there each and every day.
Day in the life of the Financial Wellness Consultant
Our Financial Wellness Consultants will meet clients at the door, ask them what brings them in and transition them to their workstations. Interactions range from depositing a check to conducting a financial wellness review with our interactive guide.
So traditionally, banks have had two major job families in a branch; they have the tellers, and then the sales associates or bankers on the other side. And what we've pivoted to with our Financial Wellness Consultant model is a new role. And it's a very exciting role because it mixes a little bit of both, right? It mixes the opportunity to take care of finance transactions, which obviously, that's what brings most people into the bank, to be able to complete a transaction. But then while we're handling that transaction to be able to see what else is going on in that client's life, right? And oftentimes, our financial wellness consultants are able to right then and there transition into completing a financial wellness review with our clients. So it's a tremendous role in the sense that you're working with a lot of clients throughout the day.
I actually had a client who came into the branch. I've met her for the first time, and I asked her about her experience with KeyBank. She then went into saying that her mother had passed away and she was struggling getting the funds from her mother's account. I remember she like gave me a huge hug after it was all done. It was just, I can only understand only a little part of what she went through, losing a mother and then having to deal with the struggles of all of the mayhem that comes with death and the court systems and everything like that. I just remember at the end of it, we were all crying. We all were giving each other hugs, and it was the most rewarding experience I've ever had with any client, and just knowing that I was able to help her made me feel like I was meant for this and I was actually doing something to better someone else. And all it took was collectively getting with other teammates and actually just finding the answer.
The Financial Wellness Consultant role
The type of person best suited and most successful as a Financial Wellness Consultant likes working in a team environment that is motivated to impact, isn't afraid of sales, and is naturally curious.
Oh, I love being able to interact with my clients and having that one-on-one feel with them. They really do feel and become family and friends. Being able to see their success when I help them with a recommendation after having a guide, is very fulfilling for myself, it feels really good.
Financial wellness is really your relationship with money, and how we help our clients is we find those ways and areas of opportunity and growth to help them better themselves financially. It's basically kind of like going to the doctor, needing to always get checked up maybe once a year. Those are usually the healthy people which I say those are the people that are financially well. Some clients might need to see us more on an every other month kind of basis as a checkup because some of our clients are in crisis. So we always like to check up on with our clients and it's all depending on each client individually.
Our financial wellness platform allows us to dive deep into a client's conversation, learning about them on a deeper level, understanding their financial needs, discovering areas of opportunities, helping them really, and guiding them from beginning to end. It could be as little as the client may have a 401K that might need to roll it over and just knowing where to direct them. So KeyBank has given us great tools and computers which we can actually turn them around, have a client touch, and be very interactive in that conversation, they can choose their own answers.
So if they wants to know if they save, how they would like maybe their checking account to be set up, if you want it to be linked to overdraft protection or not, like how they feel comfortable with giving this information, like knowing what their balances are on accounts outside of KeyBank investments, you have to ask questions like who do you have your credit cards with? Do you know the balances? Do you know the interest rates? And a lot of clients don't know this information so it really opens their eyes like, "Hey, I should know this." So it has been really helpful, not only for us but for our clients. These are things that they should know.
We treat our clients like family. So when they come in, they're able to open up to us, able to trust us, because of our day-to-day interactions with them. We care about their family, what's going on in their lives... life events are very important. What we've done in the past, or we still do to this day, we send out little notes to our clients; People that have just had babies, retirements, death in the family, unfortunately but we constantly reach out to our clients. We want them to know that they're important to us.
What does Financial Wellness
mean at Key?
At Key, it's essential to know that we believe that everyone deserves the confidence and peace of mind to dream big. Through research and talking to our clients, we've found that many people are intimidated by personal finances and banking. Our teammates help clients break down those barriers and close that confidence gap.
What I like about the work that I do is that I really get to make a difference in our clients' lives. What's really unique, is banking is something that's universal for everybody. You really get to make that difference, you help them set those goals and you help your clients achieve those goals.
But what was special about my onboarding, I've never been with a company that's actually giving you a welcome kit. So that was very... it brought tears to my eyes and it was just a great feeling to know that I was coming into like a family myself, and I made the right decision. Our team environment here in the branch, we really do bounce ideas off of each other, which is very... it feels really good especially if you're stuck on something, or need a different avenue or different thought process on how to basically achieve a goal. I know we partner a lot with our partners outside, like our mortgage, our Key investment services, things of that nature. So we refer a lot of clients to outside and in return we do get that referral back. So it's very helpful in production and also just team camaraderie.
When I first started here, I didn't have any experience. So I was like, "Okay, what can I do to be successful at this job?" Well, we have numerous practices, we have coaching, we have mentors, we have different training programs, they literally will walk you through it and follow through so you can be an expert. So when we say that we collaborate together as a team, we mean it. Like we are on the same level, you're my manager, but at the same time, we are co-workers, we're trying to do what's right for the clients. There's no title involved, like we are together to make their community better.
So what I love about my job, is just the fact that I get to engage with the clients that I serve every day, and I'm able to see how the conversations that we're having from time to time impact them and promote that financial wellness that we're looking to build with them here at Key.
Why Key (retail banking)
You can make a difference in your community by helping clients achieve their goals. It's a collaborative team environment, and Key will provide you the training and tools to be successful.
Well, we're fortunate at Key, we've seen all kinds of different backgrounds that our bankers have brought to Key and have made them successful as personal bankers. We've had people from the hospitality industry. We've had people from education backgrounds and certainly from financial services. We've also had people that have never had any banking or financial services experience at all that have been successful as personal bankers. The critical aspect is that they have that desire to help and assist clients. They have the desire to want to be a part of a team. They understand that this is a sales role and that is not something that intimidates them, but it's something that they find motivating. And that they're willing to listen and ask questions. And again, we have all kinds of support mechanisms in place and resources and tools to allow our personal bankers to be able to provide that financial advice despite not having the personal background in finance that they might not have.
My advice to anyone who is interviewing for retail banking, just be honest, and be yourself, really. Being able to be upfront in the beginning. For example, I got with my manager and when I spoke to her during my interview process, she asked me what was my career goals? My career goals was to take on leadership and to one day be a Branch Manager. And within two years I've been accepted into what's called our LEAP Program. It's our Leadership Excellence Acceleration Program. And I'm currently enrolled in it and thanks to the help of just being open and honest and being upfront, my manager was able to nominate me.
What made me join Key was the fact that I was able to see a clear career path from where I was at and where I wanted to go. So I knew that Key was invested in that Licensed Relationship Manager position and that they are helping those bankers that want to be Licensed Relationship Managers grow in that area. And also, you know, I'm able to continue my journey and hopefully at someday become a Financial Advisor. So there's a very clear career path from beginning to end, onboarding till to now. So I would say with the leadership that I've worked closely with, that they are in constant communication with me, making sure that I am on that career path that I want to be on. So they have made it clear how my work impacts the branch and that motivates me to dive deeper with the clients and to continue that career path with Key. So that's what I love is that our leaders are in constant communication with us making sure that we are where we want to be now so that we can be where we want to be tomorrow.
Career opportunities in retail
banking at Key
Every day you'll learn banking from a transactional standpoint to a sales aspect and deliver real client impact. You'll see lots of different experiences and interactions, and each of those interactions represents an opportunity. There are dynamic roles for individuals who thrive in a highly interactive environment and love working with clients.
Yeah, so my role as a Branch Manager, I am the coach. I'm the one that's really leading the team to the charge. You know, I'm constantly on the forefront trying to get my team to where they need to be. A typical day, I'm not sure if there's even such a thing. You know, we have our daily structure. Everybody gets together in the morning. We talk about what we're going to do. We set our goals and our strategic priorities, but once the doors open it's all about the customers and the clients that are coming in. So our day is really about helping them. It could be a variety of different things that we encounter throughout the day. The biggest thing is just rolling with it, knowing that you're staying on top of it and doing what's right for our clients.
The type of person that thrives on my team is somebody that's constantly on the move, they can handle change, they're excited for change. The person that really thrives is the person that can manage their calendar. They can stay up-to-date. They know what's coming and they can roll with the punches. What sets the Branch Manager role apart is that we really take a holistic approach to our small business clients. Instead of just kind of taking their order and giving them what they ask for, we really want to know how the business works and we want to support them in that business growth. Especially now with the pandemic businesses are coming, there's PPP loans, there's SBA opportunities for them. We want to help them navigate that and be the point person for their small business wellness.
Day in the life of a Branch Manager
A Branch Manager focuses on branch staffing, performance coaching and branch operations. As a leader, a Branch Manager motivates their team to provide excellent client service in all interactions, analyze clients’ needs, and recommend financial solutions that help Key clients achieve confidence in their financial wellness and achieve their goals.
We offer a wide range of Financial Wellness Consultant opportunities across our 1,100+ full-service branches.