Location:3410 E 1st Avenue - Denver, Colorado 80206
Job Summary
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. Lead Tellers ask questions and listen to clients to uncover financial
needs and transition clients to a banker to have a deeper financial wellness
conversation. 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. At
KeyBank, we believe it's our opportunity and our privilege to help our
clients move forward in their financial journey. We take pride in serving our
clients and making them feel that no bank will fight harder for them.
Responsibilities
Embodies a strong client experience culture, being present with every client
and teammate and realizing the impact we can have on 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 as well
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
Assist clients in achieving their financial goals and objectives through the
use of financial wellness tools
Participate in morning huddles and end of day debriefs
Follows compliance, audit, and security procedures, balances cash drawer
within balancing guidelines
Manage day to day duties for the branch teller line, including scheduling of
tellers, observing, and providing coaching to tellers to enhance
effectiveness, and overseeing of branch operational standards; Provide
direction and guidance for branch staff on operational/regulatory procedures.
Review and maintain knowledge of product guides, fees, and policies to
stay current on offerings
Support the Branch Manager in onboarding and training of new Tellers to the
team
Performs other duties as assigned; duties, responsibilities and/or
activities may change or new ones may be assigned at any time with or without
n
Complies with all KeyBank policies and procedures, including without
limitation, acting professionally at all times, conducting business
ethically, avoiding conflicts of interest, and acting in the best
interests of Key's clients and Key.
Education Qualifications
High School Diploma , GED, or equivalent business experience (Required)
Experience Qualifications
3+ years Demonstrated superior client relationship skills (Required)
3+ years Experienced 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)
Licenses and Certifications
Notary License (Preferred)
Tactical Skills
Is knowledgeable about the client's accounts and business with the bank and
uses sound judgment with customers and transactions
Exhibits strong sales and service skills, presenting products and services
while proactively educating clients on utilizing available access channels
(ex: ATM, Online and Telephone Banking)
Strong work ethic and high level of integrity; ability to exercise sound
judgement to make reasonable decisions in the absence of direction.
Excellent Time management skills
Personal Skills
Adaptability: Demonstrates a willingness to listen to other opinions and
adjusts to new or chang ng assignments, processes, and people while
avoiding snap reactions
Collaboration: Demonstrates experience in participating in productive
collaborative processes that help solve business problems and meet business
goals
Critical Thinking: The ability to identify, obtain, and organize
relevant data and ideas and prioritize concerns in the decision-making process
Decision Making: The ability to select the right activities to work on from
a range of competing priorities and stands by decisions in the face of
conflict or unexpected outcomes
Emotional Intelligence: Identifies relevant EI components, practices,
benefits, and development venues and discusses issues and considerations
needed to advance one's own EI maturity
Practical Skills
Business Acumen: Participates in business tasks to get things done in own
business unit and communicates key considerations for business decision-making
processes
Oral & Written Communication: Possesses the ability to adapt listening and
facilitation style to others' communication styles and uses various
approaches appropriately and effectively
Risk Management: Implements or manages risk management for own business unit
and documents key steps of the risk management process and associated
procedure
Storytelling: Demonstrates basic storytelling principles to create
compelling stories that will positively influence clients and potential