Lead Teller

Location:

186 Granville Street – Gahanna, Ohio 43230

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 the branch. You ask questions and listen to clients to uncover financial needs and transition them to a Banker for deeper financial wellness conversations.

Additionally, you observe and coach Tellers to improve the client experience and operational effectiveness, and manage day‑to‑day teller scheduling, staffing, and branch compliance with regulatory, security, and internal audit controls.

• Embodies a strong client experience culture, being present with every client and teammate and realizing the impact on their day, personally, professionally, and financially.
• Assumes responsibility for the efficient, effective, and accurate performance of teller functions while coaching other tellers 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 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, balancing the cash drawer within balancing guidelines.
• Manages day‑to‑day duties for the branch teller line, including scheduling of tellers, observing, and providing coaching 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.
• Works on Saturdays as directed by management.
• Performs other duties as assigned; duties, responsibilities and/or activities may change at any time with or without notice.
• Complies with all Key Bank policies and procedures, including acting professionally, ethically, avoiding conflicts of interest, and acting in the best interests of Key’s clients.

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

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

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. Manages 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 processes cash transactions, including deposits, withdrawals, and balancing cash drawers at the end of each shift. Promotes the bank's products and services to clients, identifying sales opportunities, and achieving sales targets.

Helps 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.

Consumer Retail – Prolonged standing (5–8 hours per day), frequent use of hands to manipulate/grasp objects, ability…