Branch Experience Team Lead-Clifton Park in Clifton Park, NY at Key Bank- Corporate

Date Posted: 1/3/2020

Job Snapshot

Job Description

ESSENTIAL JOB FUNCTIONS: The role of the Branch Experience Team Lead is to lead the branches efforts around providing an exceptional client experience to every client with every branch interaction. Key responsibilities include: • Leading all lobby engagement efforts - welcome/greet clients as they enter the branch/direct, manage traffic patterns once client need is known • Will be expert in all components of Play 5 and Branch Standards. • Responsible for running Client Service Satisfaction reports and metrics – will provide to BM to include in weekly huddle - review verbatim / touch point surveys • Lead and Facilitate client appreciation events • Ensures signage and merchandise are properly displayed. • Maintenance Requests - submit, review quest que’s daily/ follow up with client on status • Problem resolution – complex clients issues, lead resolution in partnerships with OL, BM, and others as necessary • Responsible for hiring, coaching, development, and scheduling of Tellers. • Coaching tellers on providing distinctive service by using the Key Difference Standards (standards for distinctive client service). • Observes and provides coaching to Tellers to enhance transitions and operational effectiveness. • Provides limited teller line coverage, occasionally during peak periods • Provide Supervisory overrides • Provides direction and guidance for branch staff on operational/regulatory procedures. • Ensures compliance with operational, security, and audit procedures and timely review of BOTT tasks. • Responsible for fraud loss research and processing of charge offs. • Leads efforts to educate clients on KeyBank’s digital and ATM capabilities and how they can save the client time in conducting routine transactions (e.g., depositing a check, etc.). • May serve as a backup to the Branch Manager when he/she is out of the office • Community involvement as required • Miscellaneous initiatives / projects REQUIRED QUALIFICATIONS: • High School Diploma or GED • Minimum of 1 year of sales and/or service experience • Proficiency with Excel, Word and PowerPoint • Demonstrated ability to lead and coach branch personnel on compliance related issues • Strong knowledge of banking products, policies and procedures • Superior communication skills including concise and clear written, verbal and presentation skills • Demonstrated experience with problem solving skills involving moderate to complex client issues • Strong detail orientation • Demonstrated organizational skills while managing multiple tasks • Ability to interact with business partners such as Key Investment Services, Mortgage and Business Banking sales professionals • A solid understanding of operations (audit, compliance, fraud, loss) • Physical Requirements: Prolonged standing (5-8 hours per day) may be required. • Excellent ability to build interpersonal relationships • Working knowledge of branch network and internal support system • Working knowledge of Teller21, Hogan, OLDS, CE Desktop MLO/LO: 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.


KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to engaging a diverse workforce and sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.


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