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

Date Posted: 5/9/2018

Job Snapshot

Job Description

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

• 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's roots trace back 190 years to Albany, New York. Headquartered in Cleveland, Ohio, Key is one of the nation's largest bank-based financial services companies, with assets of approximately $134.5 billion at March 31, 2017. Key provides deposit, lending, cash management, insurance, and investment services to individuals and businesses in 15 states under the name KeyBank National Association through a network of more than 1,200 branches and more than 1,500 ATMs. Key also provides a broad range of sophisticated corporate and investment banking products, such as merger and acquisition advice, public and private debt and equity, syndications, and derivatives to middle market companies in selected industries throughout the United States under the KeyBanc Capital Markets trade name. KeyBank is Member FDIC.

Key Community Bank serves individuals and small to midsized businesses from Maine to Alaska through our 15-state network of over 1,200 branches, 1,500 ATMs, telephone banking and robust online and mobile platforms. KeyBank’s Consumer/Business Banking segment provides consumers and small business owners with straightforward banking solutions and personal finance expertise that helps them make confident financial decisions today and plan for tomorrow. Key Private Bank offers wealth planning that follows a consistent, disciplined approach guided by objective advice based on each unique situation. KeyBank Commercial Bank offers midsize business financial services that drive growth and profitability and help business owners identify new opportunities with products and services including deposit, cash management, investment services, commercial lending, equipment leasing, and asset-based lending.


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.

JobID: 29180BR