Branch Experience Team Lead - Delaware-Hertel

Location:

2318 Delaware Avenue - Buffalo, New York 14212

Job Summary
Be a problem solver, trusted advisor, and partner to the people and businesses in our Key Bank communities. The Branch Experience Team Lead (BETL) leads in-person branch activities in support of providing exceptional client experience in every interaction. The BETL builds, coaches, develops, leads, and motivates the branch teller team to create superior and consistent experience for our clients. Responsible for overseeing compliance with regulatory, security and internal audit and risk controls and ensuring any exceptions are satisfied with KeyBank standards. BETLs are the primary troubleshooters for complex client service issues/needs and work closely on escalations with the Centralized Retail Support Team or Experience Leader, as appropriate. The Branch Experience Team Lead role is for branches considered High Transaction Volume, to ongoing review and change. Serves as back up to the Branch Manager as needed. 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.

Essential Functions

• 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
• Leads lobby engagement efforts - welcoming clients as they enter the branch and managing traffic patterns once client need is known
• Overall supervision, including interviewing and selection, scheduling, coaching, and development of our in-branch Teller teams.
• Attend and participate in in-person morning huddles and end of day debriefs
• Observes and provides coaching to Tellers to enhance client experience, uncovering financial wellness opportunities with clients, and operational effectiveness.
• Provides Client Service Satisfaction reports and metrics to the branch manager and branch team; reviews and shares verbatim/touch point surveys during huddles
• Handles complex clients issues and leads resolution in partnerships with Centralized Retail Support Team and EL, BM, and others as necessary, including fraud loss research and processing of charge offs; Submits, reviews and follows up with clients on account maintenance requests.
• Drives adoption and consistency around client experience and execution of Branch Standards.
• Ensures compliance with operational, security, and audit procedures and timely review of audit tasks; Provides direction and guidance for branch team on operational/regulatory procedures.
• Assists with client transactions on the Teller line as needed.
• Work on Saturdays as directed by management.
• Performs other duties as assigned; duties, responsibilities and/or activities may change or new ones may be assigned at any time with or without notice
• 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

• High School Diploma or GED (required)

Work Experience

• Working knowledge of digital technology (mobile, apps, web-based browsing) and ability to educate clients on digital platforms and capabilities within Key. (required)
• Demonstrated ability to lead and coach branch team on compliance related issues (required)
• Experience in the financial services industry, including retail banking (required)
• Working knowledge of branch network and internal support system (required)
• A solid understanding of operations (audit, compliance, fraud, loss) (required)

Skills

• Exceptional organizational skills, attention to detail, and multi-tasking skills.
• Is knowledgeable about the client’s accounts and business with the bank and uses sound judgment with customers and transactions
• Excellent ability to build and maintain interpersonal relationships, including with business partners such as Key Investment Services, Mortgage and Business Banking sales professionals
• Consistently addresses conflict and models managerial courage; Ability to confidently deliver tough messages

Core Competencies

• All KeyBank employees are expected to demonstrate Key’s Values and abide by Key’s Code of Conduct.

Physical Demands

• Consumer Retail - Prolonged Standing (5-8 hours per day), frequent use of hands to manipulate/grasp objects, ability to communicate face to face and on the phone with clients, occasional bending and lifting from floor height, frequent forward reach, frequent lifting of 1 – 10 lbs., occasional lifting of up to 30 lbs.

Driving Requirements

• Ability to occasionally operate a motor vehicle with a valid driver's license.

Work Location Category

• Branch

COMPENSATION AND BENEFITS

This position is eligible to earn a base hourly rate in the range of $20.67 - $31.25 per hour. Placement within the pay range may differ based upon various factors, including but not limited to skills, experience and geographic location. Compensation for this role also includes incentive compensation which may include production, commission, and/or discretionary incentives.

Please click here for a list of benefits for which this position is eligible.

Job Posting Expiration Date: 04/30/2026 KeyCorp is an Equal Opportunity Employer committed to 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, age, genetic information, pregnancy, disability, veteran status or any other characteristic protected by law.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing HR_Compliance@keybank.com.