Lead Teller

Location: 379 S Main St, Akron, OH 44311

About the role

Be a problem solver, trusted advisor, and partner to the people and businesses in our KeyBank 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 in branch. 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

• Embody a strong client experience culture, being present with every client and teammate
• Assume responsibility for the efficient, effective, and accurate performance of teller functions while coaching other tellers to do the same in an in-person branch setting
• Act as a resource to identify and resolve more complex client servicing issues
• Listen for clues for financial wellness opportunities during client conversations and appropriately transition clients to a Banker
• Assist clients in achieving their financial goals and objectives through the use of financial wellness tools
• Attend and participate in in-person morning huddles and end-of-day debriefs
• Follow compliance, audit, and security procedures; balance 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 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 new Tellers to the team
• Work on Saturdays as directed by management
• Perform other duties as assigned; duties, responsibilities and/or activities may change or new ones may be assigned at any time with or without notice
• Comply with all KeyBank policies and procedures, including acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key’s clients and Key

Requirements

• High School Diploma, GED, or equivalent business experience (required)
• Minimum of 3 years demonstrated superior client relationship skills (required)
• 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)
• Demonstrated organizational skills while managing multiple tasks (required)
• Notary License (preferred)
• Physical demands: 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.
• Ability to occasionally operate a motor vehicle with a valid driver's license

Skills

• Knowledgeable about the client’s accounts and business with the bank; uses sound judgment with clients and transactions
• Exhibits strong sales and service skills, presenting products and services while proactively educating clients on utilizing available access channels (e.g., ATM, Online and Telephone Banking)
• Strong work ethic and high level of integrity; ability to exercise sound judgment to make reasonable decisions in the absence of direction
• Excellent time management skills
• Managing the daily activities of the teller line, ensuring efficient and accurate processing of transactions, maintaining compliance with banking regulations, and providing exceptional client service
• Accurately and securely processing cash transactions, including deposits, withdrawals, and balancing cash drawers at the end of each shift
• Promoting the bank's products and services to clients, identifying sales opportunities, and achieving sales targets
• Helping clients achieve their financial goals through education and the use of financial tools

Pay

This position is eligible to earn a base hourly rate in the range of $18.75 – $25.00 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 which may include production, commission, and/or discretionary incentives.

Benefits

This position is eligible for benefits; please refer to the benefits list for details.