KeyBank, the US-based financial services firm, has appointed David Kraus as director of the contact centers unit, which specializes in sales and service delivery for retail, business commercial, high net worth, and treasury management clients.

Kraus was previously the consumer division manager of contact centers. Prior to that, he was director of performance management at HSBC's customer relationship center. In his new role, he will be leading an operation with more than 700 employees in four sites who handle over 85 million client contacts. He is based at the western New York contact center in Amherst. 

KeyBank is a subsidiary of Ohio-based KeyCorp, which records total assets of $90 billion. Through KeyBank, the parent firm provides banking, commercial leasing, investment management, and consumer finance services.