Lead Teller

KeyBank • Bellevue, WA

1d • Onsite

About The Position

Be a problem solver, trusted advisor, and partner to the people and businesses in our KeyBank communities. As a Lead Teller, you act as a resource in identifying and resolving client servicing issues, serve as the primary troubleshooter for complex problems and client service needs, and enhance client relationships with Key by providing distinctive quality service in branch. Lead Tellers ask questions and listen to clients to uncover financial needs and transition clients to a banker to have a deeper financial wellness conversation. Lead Tellers help observe and provide coaching to Tellers to enhance the client experience and operational effectiveness and are responsible for day-to-day Teller scheduling, staffing issues, and branch compliance with regulatory, security, and internal audit controls. At KeyBank, we believe it's our opportunity and our privilege to help our clients move forward in their financial journey. We take pride in serving our clients and making them feel that no bank will fight harder for them. The role embodies a strong client experience culture, being present with every client and teammate and realizing the impact we can have on their day, personally, professionally, and financially. It involves assuming responsibility for the efficient, effective, and accurate performance of teller functions while coaching other tellers to do so as well in an in-person branch setting. The Lead Teller acts as a resource to identify and resolve more complex client servicing issues, listens for clues for financial wellness opportunities during client conversations, and then appropriately transitions clients to a Banker. They assist clients in achieving their financial goals and objectives through the use of financial wellness tools. The position requires attending and participating in in-person morning huddles and end-of-day debriefs, following compliance, audit, and security procedures, and balancing cash drawers within guidelines. The Lead Teller manages day-to-day duties for the branch teller line, including scheduling of tellers, observing, and providing coaching to tellers to enhance effectiveness, and overseeing branch operational standards; they provide direction and guidance for branch staff on operational/regulatory procedures. They also review and maintain knowledge of product guides, fees, and policies to stay current on offerings, and support the Branch Manager in onboarding and training new Tellers to the team.

Requirements

• High School Diploma, GED, or equivalent business experience
• 3+ years Demonstrated superior client relationship skills
• 3+ years Experienced in cash handling
• Working knowledge of PC with Windows based applications and calculator
• Demonstrated ability to lead, motivate, and foster teamwork
• Demonstrated organizational skills while managing multiple tasks
• Knowledgeable about the client’s accounts and business with the bank and uses sound judgment with clients and transactions
• Exhibits strong sales and service skills, presenting products and services while proactively educating clients on utilizing available access channels (e.g., ATM, Online and Telephone Banking)
• Strong work ethic and high level of integrity; ability to exercise sound judgment to make reasonable decisions in the absence of direction
• Excellent time management skills
• Ability to occasionally operate a motor vehicle with a valid driver's license

Nice To Haves

• Notary License

Responsibilities

• Act as a resource in identifying and resolving client servicing issues
• Serve as the primary troubleshooter for complex problems and client service needs
• Enhance client relationships with Key by providing distinctive quality service in branch
• Ask questions and listen to clients to uncover financial needs and transition clients to a banker to have a deeper financial wellness conversation
• Help observe and provide coaching to Tellers to enhance the client experience and operational effectiveness
• Responsible for day-to-day Teller scheduling, staffing issues, and branch compliance with regulatory, security, and internal audit controls
• Embody a strong client experience culture, being present with every client and teammate and realizing the impact we can have on their day, personally, professionally, and financially
• Assume responsibility for the efficient, effective, and accurate performance of teller functions while coaching other tellers to do so as well in an in-person branch setting
• Act as a resource to identify and resolve more complex client servicing issues
• Listen for clues for financial wellness opportunities during client conversations, and then appropriately transition the clients to a Banker
• Assist clients in achieving their financial goals and objectives through the use of financial wellness tools
• Attend and participate in in-person morning huddles and end-of-day debriefs
• Follow compliance, audit, and security procedures
• Balance cash drawer within balancing guidelines
• Manage day-to-day duties for the branch teller line, including scheduling of tellers
• Observe and provide coaching to tellers to enhance effectiveness
• Oversee branch operational standards; provide direction and guidance for branch staff on operational/regulatory procedures
• Review and maintain knowledge of product guides, fees, and policies to stay current on offerings
• Support the Branch Manager in onboarding and training new Tellers to the team
• Work on Saturdays as directed by management
• Perform other duties as assigned; duties, responsibilities and/or activities may change or new ones may be assigned at any time with or without notice
• Comply with all KeyBank policies and procedures, including without limitation, acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key’s clients and Key
• Manage the daily activities of the teller line, ensuring efficient and accurate processing of transactions, maintaining compliance with banking regulations, and providing exceptional client service
• Accurately and securely process cash transactions, including deposits, withdrawals, and balancing cash drawers at the end of each shift
• Promote the bank's products and services to clients, identifying sales opportunities, and achieving sales targets
• Help clients achieve their financial goals through education and the use of financial tools

Benefits

• This position is eligible to earn a base hourly rate in the range of $18.75 - $25.00 per hour
• Compensation for this role also includes incentive compensation which may include production, commission, and/or discretionary incentives
• KeyBank is an organization collectively committed to helping you unlock your potential and discover what truly drives you
• Working here means sharing our purpose to help our clients, colleagues, and communities thrive
• You’ll find genuinely supportive teammates, a flexible, inclusive work environment, challenging projects, accessible leaders, and opportunities to grow in your position and your career

What This Job Offers

• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees