Lead Teller

KeyBank•Strongsville, OH

2d•Onsite

About The Position

As a Lead Teller at KeyBank, you will be a problem solver, trusted advisor, and partner to clients in KeyBank communities. This role involves acting as a resource for identifying and resolving client servicing issues, troubleshooting complex problems, and enhancing client relationships by providing distinctive quality service. Lead Tellers are expected to uncover financial needs and transition clients to a banker for deeper financial wellness conversations. Additionally, you will observe and coach other Tellers to improve client experience and operational effectiveness, manage day-to-day Teller scheduling and staffing, and ensure branch compliance with regulatory, security, and internal audit controls. The position emphasizes a strong client experience culture, focusing on being present with every client and teammate to positively impact their financial journey.

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.

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.