AI tools, in-person training and virtual training are helping KeyBank employees gain accreditation in its Certified Cash Flow Advisor Program.
The $189 billion bank’s program, launched in 2024, allows advisers to customize services for business clients looking to optimize operations by tapping KeyBank tools, according to the bank’s May 5 release.
Through conversations with KeyBank advisers, business owners can “find ways to leverage technology and solutions to automate and reclaim the time they are spending on manual processes,” Mike Walters, president of business banking at KeyBank, told Bank Automation News.
The advisers use digital tools, like notetaker, to capture client needs, but AI is not being used for client-facing conversations yet, Walters said.
Business owners work with bank advisers to determine what tools to tap for the following areas of operations:
- Liquidity management;
- Invoicing;
- Process automation; and
- Fraud protection solutions.
The bank has more than 1,200 relationship managers who serve its 260,000 small business clients, Walters said. All of the relationship managers are expected to become certified.
“The certification process is a rigorous training environment where in-person and virtual coaching, role plays and AI coaching tools are used to confirm proficiency in our framework,” he said.
At the end of March, 900 KeyBank advisers had completed the training with 285 more employees on track finish it, according to the release.
Other FIs that are using AI to train employees are:
- $1.1 trillion Lloyds;
- $217 billion Citizens; and
- $30 billion BNY.
