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The Retail Intern assists new and existing clients of the Bank with account transactions and uncovers opportunities that can help improve clients Financial Wellness. In addition, he/she acts as a resource in identifying and resolving client servicing issues. The Retail Intern is a part of the branch team and through conversations with the clients uncovers financial needs, communicates opportunities and transitions clients to the branch relationship management team.
Retail Intern Functions
o Welcome clients, build rapport and provide outstanding service while performing account transactions.
o Participate as an active member of the branch team, following the Branch Playbook.
o Accept and accurately process all financial service transactions
o Maintain responsibility for cash drawer and follow proper balancing procedures
o Act as a resource to identify and resolve client servicing issues
Build Client Rapport
Provide excellent customer service to all KeyBank clients Greet and welcome every client as they enter the branch; acknowledge by name, if known Accurately process all financial service transactions Participate in client appreciation events
o Take ownership of client issues when possible, with the assistance of the branch management
o Help create and establish a business relationship between the Personal Banker and the client
o Review and maintain knowledge of product guides, fees and policies to stay current on offerings
o Provide answers and assistance for client questions/concerns, utilizing resources within the branch
o Coordinate time between Personal Banker and client for business meetings as necessary
Fulfill Client Needs
o Have a full understanding of Key s Financial Wellness strategy
o Continue to build the client relationship by viewing client accounts when performing transactions and identifying potential needs
o Participate in branch huddles to better understand specific client needs
o Maintain relationships with Personal Bankers and Branch Managers and notify them of client sales opportunities
o Ensure more complex sales activities/opportunities are handed off to the Personal Banker
o Ensure compliance with security and audit procedures
o Complete all Program Checklist items by the conclusion of the summer
o Take the PSI assessment
-College student in their junior year pursuing a Bachelor s degree, minimum 3.0 GPA is preferred all majors considered
- Relevant work or internship experience in sales, service or finance role
- Ability to learn quickly and take action in a fast-paced environment
- Effective sales skills (professional, assertive, confident, driven)
- Strong analytical and decision-making skills
- Effective interpersonal and relationship building skills
- General understanding of PC with Windows based applications and calculator.
- Ability to work branch hours to include weekends and occasional evenings.
- Physical Requirements: Prolonged Standing (5- 8 hours per day), frequent use of hands to manipulate/grasp objects, occasional bending and lifting from floor height, frequent forward reach, frequent lifting of 1 - 10 lbs., occasional lifting of up to 30 lbs.
- Cash handling experience.
- Sales experience with established goals.
Operating: Keeps on point, plans and organizes, gets work done, uses time management skills; follows work processes and focuses; manages workload; organized; exhibits an openness of new ways of doing things and an adaptable, continuous improvement mindset; understands and applies Key s risk management philosophy in day-to-day interactions
Energy/Drive: Action oriented; drives for results; pursues work with energy and focus; drives for completion; client relationship focused; acts with honor and character
Personal/Interpersonal: Open, receptive, accountable, and approachable; keeps promises, honors, commitments, and demonstrates open, honest communication; exhibits positive behavior
People Management: Understands the value of excellent client service and demonstrates a commitment to client satisfaction for internal and external clients while balancing organizational profitability; actively listens to internal/external client feedback and delivers appropriate solutions; embraces an inclusive team and diverse perspectives to reach best outcomes; escalates issues to manager when appropriate; apply judgment within established guidelines to resolve client issues and needs
Results: Dedicated to finding solutions, resolving problems, and fulfilling client needs; takes personal responsibility to see that every client is satisfied; proactively shares knowledge to help others develop and to improve the performance of the team; consistently exceeds and/or meets goals; bottom line oriented; pushes self and others for results
Technical and Functional: Exhibits the technical and functional skills to perform the job
In addition to the competencies specific to the Retail Intern role, all Key employees are expected to exhibit Key s Leadership Behaviors (Accountability, Managerial Courage, Drive for Results, Lead Change, Client Focus, Effective Collaboration, Develop Self, Staff and Others, Business Acumen, Manage Vision and Purpose) as outlined in Key s HR Online system.
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