Lead Teller: Elevate Client Experience & Team Coaching

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

Job summary

KeyBank in Troy, NY is seeking a Lead Teller to serve as a resource for resolving client servicing issues and to coach tellers. They will manage day-to-day teller scheduling, staffing, and adherence to regulatory and internal audits while guiding customers toward a banker for deeper financial conversations.

The role emphasizes delivering distinctive service, identifying financial wellness opportunities, observing and coaching staff, and maintaining product knowledge to serve clients effectively.

Qualifications

• High School Diploma, GED, or equivalent business experience.
• Minimum of 3 years of demonstrated superior client relationship skills.
• Minimum of 3 years of experienced in cash handling.
• Working knowledge of PC with Windows based applications and calculator.
• Demonstrated ability to lead, motivate, and foster teamwork.
• Demonstrated organizational skills while managing multiple tasks.

Responsibilities

• 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.

Skills

Customer service

Sales

Leadership

Cash handling

Education

High School Diploma, GED, or equivalent business experience

Job description

KeyBank in Troy, NY is seeking a Lead Teller to serve as a resource for resolving client servicing issues and to coach tellers. They will manage day-to-day teller scheduling, staffing, and adherence to regulatory and internal audits while guiding customers toward a banker for deeper financial conversations.

The role emphasizes delivering distinctive service, identifying financial wellness opportunities, observing and coaching staff, and maintaining product knowledge to serve clients effectively.