About this role
Job title: Lead Teller
About the Role Lead Teller at KeyBank acts as a resource for client servicing, troubleshooting complex issues, and strengthening client relationships in-branch. You will guide clients toward bankers for deeper financial wellness conversations, coach Tellers, and manage day-to-day scheduling, staffing, and branch compliance with regulatory and security controls.
This role combines client service excellence with operational leadership to help clients move forward in their financial journey.
What You'll Do
- Act as the primary troubleshooter for complex client service issues and identify solutions in-branch.
- Ask questions to uncover financial needs and transition clients to a banker for deeper financial wellness conversations.
- Observe and coach Tellers to enhance client experience and branch operations.
- Manage day-to-day Teller scheduling, staffing, and ensure branch compliance with regulatory, security, and internal audit controls.
- Foster a strong client experience culture through presence and collaboration with clients and teammates.
What We're Looking For
- Strong client service orientation with problem-solving ability.
- Excellent interpersonal communication to uncover financial needs and connect clients with bankers.
- Ability to observe, coach, and develop Teller staff to improve client experience and operations.
- Experience or familiarity with regulatory, security, and internal audit controls in a banking environment.
- Ability to manage scheduling and staffing for a productive branch.