Lead Teller

Location:

514 Main Street – Medina, New York 14103

Be a problem solver, trusted advisor, and partner to the people and businesses in our Key Bank 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 for deeper financial wellness conversations.

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.

• Embodies a strong client experience culture, being present with every client and teammate to impact 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.
• Acts as a resource to identify and resolve more complex client servicing issues.
• Listens for clues for financial wellness opportunities during client conversations and appropriately transitions 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 guidelines.
• Manages day‑to‑day duties for the branch teller line, including scheduling, observing, and providing coaching to tellers to enhance effectiveness, and oversees branch operational standards.
• Provides direction and guidance for branch staff on operational and 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.
• Works on Saturdays as directed by management.
• Performs other duties as assigned; duties, responsibilities, and activities may change without notice.
• Complies with all Key Bank policies and procedures, including maintaining professionalism, ethical conduct, conflict‑of‑interest avoidance, and acting in the best interests of Key’s clients and Key.

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

• Minimum 3 years of demonstrated superior client relationship skills (required).
• Minimum 3 years of experience 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).

Notary License (preferred).

• Knowledge of the client’s accounts and business with the bank and sound judgment with clients and transactions.
• Strong sales and service skills, presenting products and services while proactively educating clients on utilizing available access channels.
• Strong work ethic and high 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 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.

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

Prolonged standing (5–8 hours per day), frequent use of hands to…