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Lead Teller - Kenmore

Job Description

ABOUT THE JOB (JOB BRIEF):
At Key, we have the opportunity to bring ease, value and expertise to our clients by helping them have confidence and the peace of mind to dream big.
As a Lead Teller, you will report to the Branch Manager and perform the duties of a Teller. The Lead Teller provides excellent client service by welcoming new and existing clients of the Bank and assisting them with account transactions and servicing needs. The Lead Teller acts as a resource in identifying and resolving client servicing issues, serves as primary troubleshooter for complex problems and client service needs and enhances client relationships with Key by providing distinctive quality service. In addition, the Lead Teller asks questions and listens to clients to uncover financial needs and transitions clients to a banker to further assist. The Lead Teller helps observe and provide coaching to Tellers to enhance the client experience and operational effectivenes, and is responsible for day to day Teller scheduling, staffing issues and branch compliance with regulatory, security, and internal audit controls.
Key's application process for teller position(s) require that you complete our Virtual Job Tryout (VJT), which is an interactive experience via the Internet that takes approximately 30 minutes to complete. When applying, please provide a valid email address on the application so that Key may send an email with a link to you for completion of the VJT.
ESSENTIAL JOB FUNCTIONS:
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 coaching to the branch Teller staff to meet client service objectives, and to assist platform staff with basic account opening and maintenance activities. Lead Tellers and all Branch team members are expected to act professionally at all times, conduct business ethically, avoid conflicts of interest and act in the best interest our clients and Key
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
Listen for clues for Financial Wellness opportunities during client conversations, and then appropriately transition the clients to a Banker
Accountable for daily NSF review/weekly overdraft monitoring
Assist with staffing and scheduling of the Tellers
Seek out clients and educate them on alternative delivery channels
Support the Branch Manager in onboarding and training of new Tellers to the team
Build Client Rapport
Provide excellent client service to all KeyBank clients
Where problem resolution is required, take thorough information from the client and get back to them in a timely manner
Ensure a confident tone that reassures the client we will follow up with resolution
Greet and welcome every client as they enter the branch; acknowledge by name, if known
Assist clients in achieving their financial goals and objectives through the use of Financial Wellness tools
Participate in client appreciation events
Address client issues or concerns; engage branch management when needed to provide full solutions for clients
Make product suggestions based on the client s needs and refer to a member of the branch team
Help create and establish a business relationship between the Personal Banker and the client
Answer the phone within the Branch professionally, promptly, and pleasantly
Participate in post/debrief meetings with the branch team involving clients from the day to better understand specific client needs
Risk Management
Ensure compliance with security and audit procedures
Adhere to all applicable policies and procedures
Branch Operations and Platform Assistance
Provide direction and guidance for branch staff on operational/regulatory procedures
Debrief with Manager and/or Banker after a transition is made to ensure alignment with client goals
Observe and provide coaching to Tellers to enhance effectiveness
Cross-train 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 needed and assigned
Additional responsibilities:
Understand goals and objectives for the branch
Special assignments as requested
Ensure signage and merchandise are properly displayed
Ensure that the branch facilities (internal and external) are maintained
Review and maintain knowledge of product guides, fees and policies to stay current on offerings
REQUIRED QUALIFICATIONS:
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), ability to communicate face to face and on the phone with clients, 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). Employees hired or transferring into this position will need to meet the qualification requirements, in Key's sole discretion, under Reg. Z, prior to acting as a loan originator in a consumer credit transaction secured by a dwelling. Qualification requirements include but are not limited to an assessment of overall financial responsibility, character, and general fitness through review of a criminal background check, credit report, and information about any administrative, civil, or criminal findings by any government jurisdiction.
PREFERRED QUALIFICATIONS:
3 5 years of cash handling experience



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