Lead Teller

KeyBank•Powell, 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 the community. This role involves identifying and resolving client servicing issues, serving as the primary troubleshooter for complex problems, and enhancing client relationships by providing distinctive quality service in the branch. 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, and manage day-to-day Teller scheduling, staffing issues, and ensure branch compliance with regulatory, security, and internal audit controls. KeyBank is committed to helping clients achieve their financial goals.

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.
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.
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, identify sales opportunities, and achieve sales targets.
Help clients achieve their financial goals through education and the use of financial tools.