Lead Teller

KeyBank•Strongsville, OH

19h•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 to do so as well in an in-person branch setting.

Requirements

High School Diploma, GED, or equivalent business experience
Minimum of 3 years demonstrated superior client relationship skills
Minimum of 3 years' experience 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.
Exhibit 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

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, 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.
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.