Lead Teller

Company Name:
Key Bank
The Lead Teller reports to the Branch Manager and performs the duties of a Teller. The Lead Teller assists new and existing clients of the Bank with account transactions and uncovers sales opportunities, acts as a resource in identifying and resolving client servicing issues, serves as primary troubleshooter for complex problems and client service needs, enhances client relationships with Key by providing distinctive quality service, looks for sales opportunities by uncovering financial needs and ensuring that the client is communicated with for possible product opportunities and helps observe and provide coaching to Tellers to enhance client referrals and operational effectiveness. The Lead Teller is responsible for day to day Teller scheduling, staffing issues and branch compliance with regulatory, security, and internal audit controls. The Lead teller also is responsible for training and onboarding new Tellers.
The role of the Lead Teller is to perform the duties of a Teller, oversee daily Teller functions and scheduling, ensure that all branch operations are effective and compliance requirements are met, provide performance coaching to the branch Teller staff to meet client acquisition and customer service objectives and to assist platform staff with basic account opening and maintenance activities.
Teller Functions & Staffing
Accept and accurately process all financial service transactions
Maintain responsibility for cash drawer and follows proper balancing procedures
Act as a resource to identify and resolve more complex client servicing issues
Meet individual established referral production goals
Accountable for daily NSF review/weekly overdraft monitoring
Assist with staffing and scheduling of the Tellers
Responsible for training and onboarding new Tellers
Support sales goals through identification of prospects and referrals to sales experts
Seek out clients and educates them on alternative delivery channels
Build Client Rapport
Provide excellent customer service to all KeyBank clients
Greet and welcome every client as they enter the branch; acknowledge by name, if known
Participate in client appreciation events
Take ownership of client issues when possible, with the assistance of the branch management
Make product suggestions based on the clients needs and refer to a member of the branch team
Present Products
Review and maintain knowledge of product guides, fees and policies to stay current on offerings for product suggestions
Provide answers and assistance for client questions/concerns, utilizing resources within the branch
Coordinate time between Personal Banker and client for business meetings as necessary
Fulfill Client Needs
Continue to build the client relationship by viewing client accounts when performing transactions and identifying potential product needs
Participate in post/debrief meetings with the branch team involving clients from the day to better understand specific client needs
Branch Operations and Platform Assistance
Provide direction and guidance for branch staff on operational/regulatory procedures
Monitor and provide coaching to Tellers to enhance referral effectiveness
Assist with meeting branch established referral production goals
Cross-trained to work on platform and perform basic account opening and maintenance activities as needed
Update electronic profile during client conversations
Act as a backup to the Branch Manager as assigned
Additional responsibilities:
Special assignments as requested
Ensure signage and merchandise are properly displayed
Ensure that the branch facilities (internal and external) are maintained
High School Diploma, GED or equivalent business / operational experience
A minimum of 1 year Teller experience
Strong knowledge of branch operations
Demonstrated superior client relationship skills
Excellent communication and interpersonal skills
Strong detail orientation
Demonstrated organizational skills while managing multiple tasks
Strong team player
Working knowledge of Teller Software, PC with Windows based applications, Calculator
Demonstrated ability to lead, motivate, and foster teamwork
Ability to work branch hours to include weekends and occasional evenings
Physical Requirements include: Prolonged Standing (5-8 hours per day), frequent use of hands to manipulate/grasp objects, occasional bending and lifting from floor height, frequent forward reach, frequent lifting of 1 10 lbs., occasional lifting of up to 30 lbs
Note: Employees in this job are required to comply with all rules and regulations of The Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (The SAFE Act).
3 5 years of cash handling experience

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