Lead Teller

KeyBank • Bellevue, WA

1d • Onsite

About The Position

As a Lead Teller at KeyBank, you will serve as a problem solver, trusted advisor, and partner within the community, focusing on identifying and resolving client servicing issues. This role involves acting as the primary troubleshooter for complex client service needs and enhancing client relationships through distinctive quality service in the branch. Lead Tellers are expected to uncover financial needs by asking questions and listening to clients, then transitioning them to a banker for deeper financial wellness conversations. A key aspect of the role is to observe and coach other Tellers to improve client experience and operational effectiveness. You will also be responsible for day-to-day Teller scheduling, managing staffing issues, and ensuring branch compliance with regulatory, security, and internal audit controls. The position emphasizes a strong client experience culture, requiring presence with every client and teammate to positively impact their day. Responsibilities include ensuring efficient, effective, and accurate performance of teller functions, assisting clients with financial goals using wellness tools, participating in daily huddles and debriefs, and adhering to compliance and security procedures. You will also manage the teller line's daily operations, provide guidance on operational/regulatory procedures, stay current on product offerings, and support the Branch Manager in training new Tellers.

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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED