WorkMyWay

As a Lead Teller at KeyBank, you will be a trusted advisor, problem solver, and partner to the people and businesses in the KeyBank communities. This role involves resolving complex client servicing issues, enhancing client relationships, and providing coaching to Tellers. You will manage day-to-day teller scheduling, staffing, and branch compliance with regulatory, security, and audit controls. You will also transition clients to Bankers for deeper financial wellness conversations. This position offers a base hourly rate between $18.75 to $24.52 per hour, depending on location and experience, as well as short-term incentive compensation based on individual and company performance.

Primary Responsibilities

• Foster a strong client experience culture by being present with clients and teammates, understanding the impact of interactions.
• Ensure efficient, effective, and accurate performance of teller functions while coaching other tellers.
• Act as a resource for identifying and resolving complex client servicing issues.
• Identify financial wellness opportunities in client conversations and transition them to a Banker.
• Assist clients in achieving financial goals through financial wellness tools.
• Participate in morning huddles and end-of-day debriefs.
• Ensure compliance with audit and security procedures; balance cash drawer within guidelines.
• Oversee day-to-day duties for the branch teller line, including scheduling, observing, and coaching tellers.
• Provide guidance on operational/regulatory procedures.
• Stay current on product guides, fees, and policies.
• Support the Branch Manager in onboarding and training new Tellers.
• Perform other duties as assigned.

Required Experience

• 3+ years of demonstrated superior client relationship skills.
• 3+ years of experience in cash handling.
• Working knowledge of PC with Windows-based applications and calculators.
• Demonstrated ability to lead, motivate, and foster teamwork.
• Strong organizational skills with the ability to manage multiple tasks.

Required Education

• High School Diploma, GED, or equivalent business experience.

Licenses and Certifications

• Notary License (preferred).

Tactical Skills

• Knowledge of clients’ accounts and sound judgment with transactions.
• Strong sales and service skills, proactively educating clients on available services.
• High level of integrity and strong decision-making ability.

Personal Skills

• Adaptability: Willingness to adjust to new assignments, processes, and people.
• Collaboration: Experience in working collaboratively to meet business goals.
• Critical Thinking: Ability to prioritize and organize data in the decision-making process.
• Decision Making: Ability to manage competing priorities and make informed decisions.
• Emotional Intelligence: Develops emotional intelligence and applies it in interactions.

Practical Skills

• Business Acumen: Contributes to business unit tasks and communicates key considerations.
• Oral & Written Communication: Adapts communication style to effectively engage others.
• Risk Management: Implements risk management procedures for the business unit.
• Storytelling: Uses storytelling to positively influence clients.
• Change Navigation: Supports team adaptation to change and continuous improvement.

Physical Demands

• Prolonged standing (5-8 hours/day), frequent use of hands, occasional bending and lifting (up to 30 lbs.), and frequent forward reach.

Driving Requirements

• Ability to occasionally operate a motor vehicle with a valid driver's license.

Location of This Position
Red Hook, NY

About the Company
KeyBank is committed to building a diverse, equitable, and inclusive culture. We provide financial solutions to individuals, businesses, and communities. KeyBank is an Equal Opportunity and Affirmative Action Employer, ensuring that all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status