Lead Teller

Lead Teller

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.

Responsibilities include embodying a strong client experience culture, being present with every client and teammate, 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.

Education Qualifications include a High School Diploma, GED, or equivalent business experience (required).

Experience Qualifications include a minimum of 3 years' experience in superior client relationship skills (required), a minimum of 3 years' experience in cash handling (required), working knowledge of PC with Windows based applications and calculator (required), demonstrated ability to lead, motivate, and foster teamwork (required), and demonstrated organizational skills while managing multiple tasks (required).

Licenses and Certifications include a Notary License (preferred).

Tactical Skills include being knowledgeable about the client's accounts and business with the bank and using sound judgment with customers and transactions, exhibiting 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, and excellent time management skills.

Personal Skills include adaptability, collaboration, critical thinking, decision making, and emotional intelligence.

Practical Skills include business acumen, oral & written communication, risk management, storytelling, and change navigation.

Core Competencies include all KeyBank employees are expected to demonstrate Key's Values and sustain proficiency in identified Leadership Competencies.

Physical Demands include 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.

Driving Requirements include the ability to occasionally operate a motor vehicle with a valid driver's license.

Compensation and Benefits : This position is eligible to earn a base hourly rate in the range of $18.75 - $24.52 per hour. Placement within the pay range may differ based upon various factors, including but not limited to skills, experience, and geographic location. Compensation for this role also includes incentive compensation subject to individual and company performance.

For a list of benefits for which this position is eligible, please visit

here