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Lead Teller
Job Description:
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.
Responsibilities:
- 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.
Education Qualifications:
- High School Diploma, GED, or equivalent business experience (required)
Experience Qualifications:
- Minimum of 3 years of demonstrated superior client relationship skills (required)
- Minimum of 3 years of 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)
About Us:
KeyCorp is an Equal Opportunity Employer committed to sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
