Lead Teller

PNC•Waukesha, WI

28d•Onsite

About The Position

At PNC, the Lead Teller is part of the Retail Banking organization and is based at the Waukesha Branch in Waukesha, Wisconsin. This is an in-office role. The Lead Teller coaches, mentors, and leads tellers by example to deliver a distinctive customer experience, support customers’ financial well-being, build customer loyalty, and increase share of wallet. The role handles a variety of customer interactions, explains available options for financial transactions, identifies banking opportunities, and makes referrals as appropriate. The Lead Teller guides tellers in engaging customers in meaningful conversations, conducting lobby engagement, and using PNC products, technology, tools, and resources to address customer needs. The role also models clear communication, accurate transaction handling, and problem resolution; assists the Branch Manager with performance management and new-hire selection; and ensures daily teller and branch operations are completed efficiently and accurately while following policies and procedures and using sound judgment within established limits. PNC emphasizes customer focus and effective risk management. The position is subject to applicable FDIA Section 19 requirements and, for any registered role, applicable SAFE Act and/or FINRA requirements. PNC does not provide employment visa sponsorship or participate in STEM OPT for this position.

Requirements

Typically requires 1 or more years of related experience; comparable product knowledge may support performance of primary duties.
Demonstrate appropriate knowledge, skills, and abilities for the role.
Apply accuracy and attention to detail, customer-needs assessment, coaching, digital awareness, effective communication, fraud detection and prevention, priority management, problem solving, and understanding of customer needs.
No degree is required; a comparable combination of education, job-specific certifications, and experience, including military service, may be considered in lieu of a degree.
No required certifications.
No required licenses.
No required or preferred language assessments.

Nice To Haves

Accountability
Banking
Client loyalty
Customer experience (CX)
Customer service
Identifying opportunities
Leveraging technology
Proactive sales

Responsibilities

Coach, mentor, and lead tellers by example in delivering a customer experience that supports financial well-being, loyalty, and increased share of wallet.
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 conducting meaningful customer conversations and lobby engagement to identify opportunities and position PNC products to meet customer needs.
Educate customers on options for managing financial transactions using technology, tools, and resources.
Model clear communication, transaction handling, and problem-resolution practices.
Assist the Branch Manager with performance management and new-hire selection processes.
Ensure teller and branch daily operations and maintenance transactions are completed efficiently and accurately.
Follow policies and procedures and demonstrate sound judgment within established limits.
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 plan
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