Lead Teller

KeyBank•Renton, WA

2d•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. This 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 in an in-person branch setting. The Lead Teller acts as a resource to identify and resolve more complex client servicing issues, listens for financial wellness opportunities, and assists clients in achieving their financial goals. The role requires participation in in-person morning huddles and end-of-day debriefs, following compliance, audit, and security procedures, and balancing cash drawers. It also includes managing day-to-day duties for the branch teller line, such as scheduling, coaching, and overseeing operational standards, as well as reviewing product guides and supporting the Branch Manager in onboarding and training new Tellers. The position may also involve working on Saturdays as directed by management and performing other assigned duties while complying with all KeyBank policies and procedures.

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

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, balances cash drawer within balancing guidelines
Manage 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
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
Managing 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 processing of cash transactions, including deposits, withdrawals, and balancing cash drawers at the end of each shift
Promoting the bank's products and services to clients, identifying sales opportunities, and achieving sales targets
Helping clients achieve their financial goals through education and the use of financial tools