Lead Teller

KeyBank; West Springfield (MA); On-site; USD 45,000 - 55,000; Full time

Job summary

KeyBank in West Springfield, MA is seeking a Lead Teller to be a resource for complex client servicing and to coach tellers in a branch setting. You will manage day-to-day teller scheduling, supervise operations, and ensure adherence to regulatory, security and audit controls.

In this role you will observe client conversations for financial wellness opportunities, transition clients to bankers, and promote bank products to help clients achieve their financial goals. Saturday work may be required.

Qualifications

• 3+ years demonstrated superior client relationship skills.
• 3+ years experience in cash handling.
• Strong ability to lead, motivate, and foster teamwork.
• Knowledge of branch operations and regulatory requirements.
• Notary license preferred.

Responsibilities

• Embodies a strong client experience culture in branch and with teammates.
• Coach tellers to ensure efficient, accurate teller functions.
• Identify and resolve complex client servicing issues.
• Transition clients to bankers for financial wellness conversations.
• Manage teller line scheduling and branch operational standards.
• Promote products/services to clients and meet sales targets.
• Assist in onboarding and training new tellers.
• Comply with policies, security, and audit controls.

Skills

Client relationships

Cash handling

Leadership

Team coaching

Regulatory compliance

Education

High School Diploma / GED

Tools

Windows PC

Calculator

Job description

Location

1063 Riverdale Street - West Springfield, Massachusetts 01089

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
• 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

• 3+ years Demonstrated superior client relationship skills (required)
• 3+ years 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 vehicl