Be a problem solver, trusted advisor, and partner to the people and businesses in our Key Bank 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. 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.
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.
Assumes responsibility for the efficient, effective, and accurate performance of teller functions while coaching other tellers to do so as well
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
Participate in morning huddles and end of day debriefs
Follows compliance, audit, and security procedures, balances 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 of 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 of new Tellers to the team
Performs other duties as assigned; duties, responsibilities and/or activities may change or new ones may be assigned at any time with or without notice
Complies 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.
High School Diploma , GED, or equivalent business experience (required)
3+ years Demonstrated superior client relationship skills (required)
3+ years Experienced in cash handling (required)
Working knowledge of PC with Windows based applications and calculator (required)
Demonstrated ability to lead, motivate, and foster teamwork (required)
Demonstrated organizational skills while managing multiple tasks (required)
Licenses and Certifications
Notary License (preferred)
Is knowledgeable about the client’s accounts and business with the bank and uses sound judgment with customers and transactions
Exhibits strong sales and service skills, presenting products and services while proactively educating clients on utilizing available access channels (ex: ATM, Online and Telephone Banking)
Strong work ethic and high level of integrity; ability to exercise sound judgement to make reasonable decisions in the absence of direction.
Excellent Time management skills
Adaptability: Demonstrates a willingness to listen to other opinions and adjusts to new or changing assignments, processes, and people while avoiding snap reactions
Collaboration: Demonstrates experience in participating in productive collaborative processes that help solve business problems and meet business goals
Critical Thinking: The ability to identify, obtain, and organize relevant data and ideas and prioritize concerns in the decision-making process
Decision Making: The ability to select the right activities to work on from a range of competing priorities and stands by decisions in the face of conflict or unexpected outcomes
Emotional Intelligence: Identifies relevant EI components, practices, benefits, and development venues and discusses issues and considerations needed to advance one’s own EI maturity
Business Acumen: Participates in business tasks to get things done in own business unit and communicates key considerations for business decision-making processes
Oral & Written Communication: Possesses the ability to adapt listening and facilitation style to others’ communication styles and uses various approaches appropriately and effectively
Risk Management: Implements or manages risk management for own business unit and documents key steps of the risk management process and associated procedures
Storytelling: Demonstrates basic storytelling principles to create compelling stories that will positively influence clients and potential clients
Change Navigation: Articulates the rationale for, and positive and negative consequences of change so as to help others adapt; encourages exploration of non-traditional ideas by team members leveraging the concept of continuous improvement
Core CompetenciesAll KeyBank employees are expected to demonstrate Key’s Values and sustain proficiency in identified Leadership Competencies.
Consumer Retail - Prolonged Standing (5-8 hours per day), frequent use of hands to manipulate/grasp objects, ability to communicate face to face and on the phone with clients, occasional bending and lifting from floor height, frequent forward reach, frequent lifting of 1 – 10 lbs., occasional lifting of up to 30 lbs.
Ability to occasionally operate a motor vehicle with a valid driver's license.