Lead Teller
About The Position
The Lead Teller serves as a resource for identifying and resolving client servicing issues, troubleshoots complex problems, and provides distinctive service to strengthen client relationships in a branch setting. The role listens for financial wellness needs and connects clients with a Banker for deeper conversations, while helping clients use financial wellness tools to pursue their goals. The Lead Teller performs and coaches teller functions, oversees day-to-day teller-line operations, and supports branch compliance with regulatory, security, audit, and internal controls. The role manages teller scheduling and staffing needs, observes and coaches Tellers, provides operational guidance to branch staff, and assists the Branch Manager with onboarding and training new Tellers. The position includes Saturday work as directed by management and other duties as assigned.
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, Windows-based applications, and calculators.
- Demonstrated ability to lead, motivate, and foster teamwork.
- Demonstrated organizational skills and ability to manage multiple tasks.
- Knowledge of client accounts and banking relationships, with sound judgment in client interactions and transactions.
- Strong sales and service skills, including presenting products and services and educating clients about 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 while maintaining transaction accuracy, regulatory compliance, and exceptional client service.
- Ability to promote products and services, identify sales opportunities, and achieve sales targets.
- Ability to communicate face to face and by phone with clients.
- Ability to meet the stated physical demands, including prolonged standing, frequent hand use and forward reaching, occasional bending, and lifting up to 30 pounds.
- Ability to occasionally operate a motor vehicle with a valid driver's license.
Nice To Haves
- Notary license.
Responsibilities
- Provide a strong client experience and engage with clients and teammates.
- Perform teller functions efficiently, effectively, and accurately in an in-person branch setting, and coach other Tellers in these functions.
- Identify and resolve complex client servicing issues.
- Listen for financial wellness opportunities and transition clients to a Banker when appropriate.
- Help clients pursue financial goals using financial wellness tools.
- Attend in-person morning huddles and end-of-day debriefs.
- Follow compliance, audit, and security procedures and balance the cash drawer within established guidelines.
- Manage teller-line duties, including scheduling, staffing, coaching, and oversight of operational standards.
- Provide branch staff with direction and guidance on operational and regulatory procedures.
- Maintain current knowledge of product guides, fees, and policies.
- Support the Branch Manager in onboarding and training new Tellers.
- Work Saturdays as directed by management.
- Perform other duties as assigned and comply with KeyBank policies, procedures, and Code of Conduct.
- Promote bank products and services, educate clients about available access channels, and identify sales opportunities.
- Process cash transactions securely and accurately, including deposits and withdrawals, and balance cash drawers.
- Occasionally operate a motor vehicle with a valid driver's license.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
