Lead Teller

KeyBank • North Tonawanda, NY

11d • Onsite

About The Position

The Lead Teller serves as a client-service resource in a KeyBank branch, helping identify and resolve complex client servicing issues and strengthening client relationships through distinctive service. The role listens for clients’ financial wellness needs, connects them with a Banker for deeper conversations, and uses financial wellness tools to support their goals.

The Lead Teller performs and oversees teller functions in an in-person branch setting, including coaching tellers, managing teller-line scheduling and staffing, supporting onboarding and training, and maintaining operational standards. The role also supports compliance with regulatory, security, audit, and internal controls. Saturday work may be directed by management. Duties may change or be assigned as needed.

The role is based at a branch in North Tonawanda, New York. It is eligible for an hourly base rate of $18.75–$25.00, with possible incentive compensation. Placement in the pay range may depend on skills, experience, and geographic location.

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 while managing multiple tasks.
• Knowledge of clients’ accounts and banking relationships, with sound judgment in client interactions and transactions.
• Strong sales and service skills, including educating clients about available access channels such as ATM, online, and telephone banking.
• Strong work ethic, high integrity, and ability 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.
• Ability to meet the stated physical demands, including prolonged standing, frequent hand use and forward reaching, communication with clients, occasional bending and lifting, and lifting items up to 30 pounds.

Nice To Haves

• Notary license.

Responsibilities

• Deliver a strong client experience by being present with clients and teammates.
• Perform teller functions efficiently, effectively, and accurately, and coach other tellers in doing so.
• 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 guidelines.
• Manage day-to-day teller-line duties, including teller scheduling, observing and coaching tellers, and overseeing branch operational standards.
• Provide branch staff with direction and guidance 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.
• Promote bank products and services, identify sales opportunities, and work toward sales targets.
• Perform other duties as assigned and comply with KeyBank policies and procedures.

What This Job Offers

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