Red Key
How many of the 4 categories, client experience, financial wellness, production, and risk do you have to meet to win Red Key?
All Four!
When are the client experience action plans due?
First full week of the month.
What play in the playbook includes client experience?
Play 5 -- consistency from curb to counter!
What are the two categories that make up 50% of your score card?
Self Service & Client experience!!
When are controllable losses due?
By the 15th of the month!
What is the Red Key threshold for client experience?
80%
What is the goal for Client Experience?
85%
What play looks at production?
Play 3 -- metrics that matter
How do you access your score card?
Score Card Report in MAPP
When does monthly coaching need to be completed?
First full week of the month!
What is the Red Key threshold for Risk?
100% Bott completed on time and 80% RAD scores
What questions on the client experience survey counts?
“Thinking about your visit to [name] branch, overall, how satisfied are you with the teller (or teller at drive-up or platform banker)?
What play starts each day?
Play 1 - Huddle and personal commitments
When are score cards updated?
Monthly --available by the 10th business day
When should the branch schedule be in CloudCords?
By the 15th of the month
What is the Red Key threshold for production?
You have to be at 80% in 3 out of 6 categories.
What does NPS stand for?
Net Promoter Score -- this determine client loyalty to Key Bank
What play helps you stay on track for the day?
Play 2 - Own your day
Who qualifies for signature circle?
Signature Circle continues to be an exclusive group of our very best performers – eligibility is based upon approximately top 4% of positions in each business.
What transition do you get credit for even if it doesn't book? hint: one of our lob partners
Merchant Services
What will make up financial wellness for Red Key in Q3 & Q4?
Q3: 3 or more small business digital reviews per branch per week & 2 or more consumer digital reviews per banker per day
Q4: 3 or more small business digital reviews per branch per week & 3 or more consumer digital reviews per banker per day
What are the 6 behaviors that impact out client experience?
1. Make you feel welcomed
2. Genuinely interested in helping
3. Understand client needs
4. Knowledge of products and services
5. Communicate clearly6. Branch Employee Appearance
What do need to win to qualify for signature circle?
RED KEY AT LEAST ONCE!!!