Lead Teller

0100 KeyBank National Association; Village of Catskill (NY); On-site; USD 26,000 - 34,000; Full time

Job summary

KeyBank in Catskill, NY seeks a Lead Teller to deliver exceptional client service, coach tellers, and ensure branch operations compliance. You will identify financial needs, smooth servicing issues, and coordinate scheduling while supporting the Branch Manager in staff development.

The role emphasizes integrity, risk awareness, and teamwork in a fast-paced community bank environment. Responsibilities include daily teller oversight, training, and mentoring, with emphasis on accuracy in cash

Qualifications

• High School Diploma or GED required or equivalent business experience.
• Minimum 3 years of demonstrated superior client relationship skills.
• Cash handling experience and basic PC/calculator proficiency.

Responsibilities

• Deliver outstanding client service and drive client satisfaction.
• Coach and supervise tellers to maintain accurate cash handling and service levels.
• Identify complex client service needs and escalate when appropriate.
• Assist clients in achieving financial goals and promote bank products.
• Maintain branch schedule and staff coverage to meet client demand.
• Follow regulatory, security, and internal audit procedures.

Skills

Client relationships

Sales skills

Customer service

Cash handling

Leadership

Team coaching

Attention to detail

Regulatory knowledge

Education

High School Diploma or GED

Notary License (preferred)

Tools

Windows PC

Calculator

Job description

Location: 245 West Bridge Street - Catskill, New York 12414

Job Summary

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. At KeyBank, we believe it's our opportunity and our privilege to help our clients move forward in their financial journey. We take pride in serving our clients and making them feel that no bank will fight harder for them.

Essential Functions

• 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 in an in-person branch setting.
• Acts as a resource to identify and resolve more complex client servicing issues.
• Listens for clues for financial wellness opportunities during client conversations, and then appropriately transitions the clients to a Banker.
• Assists clients in achieving their financial goals and objectives 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, balances cash drawer within balancing guidelines.
• Manages 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; 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.
• Work on Saturdays as directed by management Staff schedules are based on anticipated branch traffic and transaction volume to ensure sufficient coverage of client service needs.
• Timeliness and regular and predictable attendance are essential functions of this role.
• Staffing levels have a direct impact on client service and satisfaction.
• Schedules are set in advance, although teammates do have the opportunity consult with management if changes are necessary.
• To the extent practical, teammate will schedule appointments outside working hours. If an appointment needs to be scheduled during working hours, teammate will provide their manager with as much advanced notice as possible to minimize disruption to the business.
• 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

High School Diploma , GED, or equivalent business experience (required)

Work Experience

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)

Licenses and Certifications

Notary License (preferred)

Skills

Knowledgeable about the client’s accounts and business with the bank and 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 of 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

Core Competencies

All KeyBank employees are expected to demonstrate Key’s Values and abide by Key’s Code of Conduct.

Physical Demands

Consumer Retail - 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.

Driving Requirements

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

COMPENSATION AND BENEFITS

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.

Job Posting Expiration Date

02/05/2027

Equal Opportunity Employer

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, age, genetic information, pregnancy, disability, veteran status or any other characteristic protected by law. Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing [e-mail]. KeyBank is an organization collectively committed to helping you unlock your potential and discover what truly drives you. Working here means sharing our purpose to help our clients, colleagues, and communities thrive. You’ll find genuinely supportive teammates, a flexible, inclusive work environment, challenging projects, accessible leaders, and opportunities to grow in your position and your career. For 200 years, Key has opened doors in our communities. Let us open one for you.