Lead Teller

PNC•Detroit, MI

12d•Onsite

About The Position

At PNC, employees work together to deliver a strong customer experience and foster an inclusive workplace. This Lead Teller role is part of PNC’s retail branch organization and is based at the Marygrove branch in Detroit, Michigan. The position is in-office. PNC does not provide employment visa sponsorship or participate in STEM OPT for this position. The Lead Teller coaches, mentors, and leads tellers by example while helping customers improve their financial wellbeing and build loyalty. The role processes customer interactions, explains available financial transaction options, identifies banking opportunities, and makes appropriate referrals. It also supports teller and branch operations, ensures adherence to policies and procedures, and assists the Branch Manager with performance management and new-hire selection. Successful employees are expected to focus on customers and manage risk in accordance with PNC’s Enterprise Risk Management Framework. The role typically requires at least one year of related experience, but does not require a university or college degree, high school diploma, or GED. Comparable combinations of education, job-specific certifications, and experience may be considered in lieu of a degree. No certifications, licenses, or language assessments are required or preferred. PNC offers a range of benefits, subject to eligibility. Full-time employee options include medical and prescription drug coverage, dental and vision options, life insurance, short- and long-term disability protection, a 401(k) with PNC match, pension and stock purchase plans, dependent care reimbursement, backup child and elder care, adoption, surrogacy and doula reimbursement, educational assistance, and a wellness program with financial incentives. Paid time off may include maternity and/or parental leave, up to 11 paid holidays, 9 occasional absence days, and 15 to 25 vacation days depending on career level and years of service.

Requirements

Typically requires at least 1 year of related experience.
Demonstrate appropriate knowledge, skills, and abilities for the role.
Apply customer-focused practices and use customer needs and satisfaction to inform solutions.
Assess and effectively manage business risks in support of PNC’s Enterprise Risk Management Framework.
No university or college degree, high school diploma, or GED is typically required; a comparable combination of education, job-specific certifications, and experience, including military service, may be considered.

Nice To Haves

Accountability
Banking knowledge
Client loyalty
Customer experience (CX)
Customer service
Identifying opportunities
Leveraging technology
Proactive sales
Accuracy and attention to detail
Addressing customer needs
Coaching others
Digital awareness
Effective communications
Fraud detection and prevention
Managing multiple priorities
Matrix management
Problem solving
Understanding customer needs

Responsibilities

Coach, mentor, and lead tellers by example in delivering customer experiences that support financial wellbeing and customer loyalty.
Process a variety of customer interactions and educate customers about alternatives for financial transactions.
Identify banking opportunities during customer interactions and make appropriate referrals to branch staff.
Coach tellers in lobby engagement, connecting with customers, and positioning PNC products to meet customer needs.
Educate customers on technology, tools, and resources for managing financial transactions.
Model clear communication, transaction handling, and problem resolution processes.
Assist the Branch Manager with performance management and new-hire selection processes.
Ensure adherence to policies and procedures and demonstrate sound judgment within established limits.
Ensure teller and branch daily operations and maintenance transactions are completed efficiently and accurately.
Assess and manage risks associated with business objectives and activities in accordance with PNC’s Enterprise Risk Management Framework.

Benefits

Medical and prescription drug coverage, including a Health Savings Account feature
Dental and vision options
Employee and spouse/child life insurance
Short- and long-term disability protection
401(k) with PNC match
Pension plan
Stock purchase plans
Dependent care reimbursement account
Back-up child and elder care
Adoption, surrogacy, and doula reimbursement
Educational assistance, including select fully paid programs
Wellness program with financial incentives
Maternity and/or parental leave
Up to 11 paid holidays each year
9 occasional absence days each year, unless otherwise required by law
15 to 25 vacation days each year, depending on career level and years of service