Lead Teller

Lead Teller is a frontline banking role focused on delivering exceptional client service while supporting branch operations. As a Lead Teller, you will act as a resource for resolving complex client servicing issues, coach tellers, and help transition clients to a Banker to advance their financial wellness. You’ll also oversee day-to-day teller scheduling, staffing, and ensure compliance with regulatory, security, and internal audit controls to protect clients and the branch.

What You'll Do

• Embodies a strong client experience culture, being present with every client and teammate, and delivering exceptional service.
• Assumes responsibility for the efficient, effective, and accurate performance of teller functions while coaching other tellers in an in-person branch setting.
• Acts as a resource to identify and resolve more complex client servicing issues.
• Listens for opportunities to support clients' financial wellness during conversations and appropriately transitions them to a Banker.
• Assists clients in achieving their financial goals through the use of financial wellness tools.
• Attends and participates in in-person morning huddles and end-of-day debriefs.
• Follows compliance, audit, and security procedures, and balances cash drawer within balancing guidelines.
• Manages day-to-day duties for the branch teller line, including scheduling tellers, observing and coaching them to enhance effectiveness, and overseeing branch operational standards; provides direction and guidance for branch staff on operational/regulatory procedures.
• Reviews and maintains knowledge of product guides, fees, and policies to stay current on offerings.
• Supports the Branch Manager in onboarding and training new Tellers to the team.
• Works on Saturdays as directed by management.
• Performs other duties as assigned; duties may change or be assigned at any time with or without notice.
• Complies with all KeyBank policies and procedures, including acting professionally at all times.

What We're Looking For

• Strong client service mindset with ability to listen for financial needs and resolve issues in a branch setting.
• Ability to observe and coach tellers to enhance client experience and operational effectiveness.
• Listens for financial wellness opportunities during client conversations and transitions clients to a Banker.
• Knowledge of product guides, fees, and policies; ability to stay current on offerings.
• Ability to balance cash drawers within balancing guidelines and maintain regulatory compliance.
• Willingness to work Saturdays as directed by management.
• Team-oriented with strong communication and ability to manage branch operations and scheduling.