Lead Teller
About The Position
The Lead Teller serves as a resource for identifying and resolving client servicing issues, troubleshoots complex client needs, and enhances client relationships by providing distinctive service in a branch setting. The role listens for financial wellness needs and transitions clients to a Banker for deeper financial conversations. It also supports and coaches Tellers, manages day-to-day teller-line scheduling and staffing matters, and helps ensure branch compliance with regulatory, security, and internal audit controls. The position performs and oversees teller functions accurately and efficiently, supports clients’ financial goals using financial wellness tools, and helps maintain current knowledge of products, fees, and policies. The Lead Teller supports the Branch Manager with onboarding and training new Tellers and attends in-person morning huddles and end-of-day debriefs. Work on Saturdays may be directed by management.
Requirements
- High school diploma, GED, or equivalent business experience.
- At least 3 years of demonstrated superior client relationship skills.
- At least 3 years of cash-handling experience.
- Working knowledge of PCs with Windows-based applications and a calculator.
- Demonstrated ability to lead, motivate, and foster teamwork.
- Demonstrated organizational skills while managing multiple tasks.
- Knowledge of client accounts and banking relationships, with sound judgment in client interactions and transactions.
- Strong sales and service skills, including educating clients about products, services, and access channels such as ATM, online, and telephone banking.
- Strong work ethic, high integrity, and ability to make reasonable decisions without direction.
- Excellent time-management skills.
- Ability to manage teller-line activities, process transactions accurately, maintain regulatory compliance, and provide exceptional client service.
- Ability to process cash transactions securely, including deposits and withdrawals, and balance cash drawers.
- Ability to identify sales opportunities, promote bank products and services, and achieve sales targets.
- Ability to communicate face to face and by phone with clients.
- Ability to occasionally operate a motor vehicle with a valid driver's license.
- Ability to meet the physical demands of prolonged standing, frequent hand use and forward reaching, occasional bending and lifting, and lifting items weighing up to 30 pounds.
Nice To Haves
- Notary license.
Responsibilities
- Provide a distinctive client experience and build client relationships in the branch.
- Perform teller functions efficiently, effectively, and accurately while coaching other Tellers.
- Identify and resolve complex client servicing issues.
- Listen for financial wellness needs and transition clients to a Banker when appropriate.
- Help clients pursue financial goals using financial wellness tools.
- Participate in in-person morning huddles and end-of-day debriefs.
- Follow compliance, audit, and security procedures and balance the cash drawer within guidelines.
- Manage teller-line scheduling and day-to-day duties; observe and coach Tellers and oversee operational standards.
- Guide branch staff on operational and regulatory procedures.
- Review product guides, fees, and policies to remain current on offerings.
- Support the Branch Manager with onboarding and training new Tellers.
- Work Saturdays as directed by management.
- Comply with KeyBank policies and procedures, act professionally and ethically, avoid conflicts of interest, and act in clients’ best interests.
- Perform other duties as assigned; duties and responsibilities may change.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
