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Lead Teller - State Street

Lead Teller - State Street

Job Description

ABOUT KEY: Cleveland-based KeyCorp is one of the nation's largest bank-based financial services companies with assets of approximately $87 billion. Key companies provide investment management retail and commercial banking consumer finance and investment banking products and services to individuals and companies throughout the United States and for certain businesses internationally. The company's businesses deliver their products and services through branches and offices; a network of 1 576 ATMs; telephone banking centers 800-KEY2YOU® (800-539-2968); and a website® that provides account access and financial products 24 hours a day.

ABOUT THE BUSINESS: Key Community Bank serves individuals and small to mid-sized businesses through a footprint of over 1,000 branches, more than 1,300 ATMs, telephone banking centers, and robust online and mobile capabilities.


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 client’s 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 opertational/regulartory 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


KeyCorp is an Equal Opportunity and Affirmative Action Employer Min/Fem/Vet/Disabled

Job Requirements


Job Snapshot

Employment Type Full-Time
Job Type Retail
Education High School
Experience Not Specified
Manages Others Not Specified
Industry Banking - Financial Services
Required Travel Not Specified
Job ID 2516BR
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Lead Teller - State Street

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