Lead Teller De Zavala

PNC•San Antonio, TX

1d•Onsite

About The Position

At PNC, the Lead Teller role is crucial for delivering an excellent customer experience and fostering an inclusive workplace. This position involves coaching tellers on customer service skills, supervising conversations to identify referral opportunities for PNC products, greeting customers, educating them on innovative technology, and assisting with outbound calling initiatives. The role is based in San Antonio, Texas, at the De Zavala branch, and operates within PNC's Retail Branch Banking Network. PNC emphasizes an in-office, collaborative, and supportive culture. The Lead Teller is expected to lead by example in improving customer financial well-being, processing various customer interactions, educating customers on financial alternatives, and identifying banking opportunities. They also perform lobby engagement activities, educate on leveraging technology for transactions, and ensure efficient and accurate daily operations. The role assists the Branch Manager in performance management and new hire selection, and requires adherence to all policies and procedures, demonstrating sound judgment. Employees are expected to be customer-focused and adept at managing risk in line with PNC's Enterprise Risk Management Framework.

Requirements

Typically requires 1+ years of related experience.
In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.
No Degree

Nice To Haves

Accountability
Banking
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 tellers on customer service skills and supervise conversations that enable referral opportunities for PNC products.
Greet customers in the lobby.
Educate customers on innovative technology.
Supervise customer transactions.
Assist with outbound calling initiatives.
Coach, mentor and lead tellers by example to deliver a unique customer experience aimed at improving customer financial wellbeing and creating loyalty while increasing share of wallet.
Process a variety of customer interactions.
Educate customers on alternatives available for their financial interactions.
Identify banking opportunities during the customer interaction and refer as appropriate.
Coach, mentor and lead tellers by example in identifying opportunities through meaningful conversations with customers, making appropriate referrals to branch staff.
Coach, mentor and lead tellers by example in performing lobby engagement activities to connect with customers and position PNC products to meet their needs.
Educate customers on options for managing financial transactions by leveraging technology, tools and resources.
Coach, mentor and lead tellers by example with clear communication skills, transaction handling and problem resolution processes.
Assist the Branch Manager in performance management and new hire selection processes.
Coach, mentor and lead tellers by example in adhering to all policies and procedures, demonstrating sound judgment within established limits.
Ensure teller and branch daily operations and maintenance transactions are completed in an efficient and accurate manner.
Be Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
Manage Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.

Benefits

Medical/prescription drug coverage (with 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 and stock purchase plans
Dependent care reimbursement account
Back-up child/elder care
Adoption, surrogacy, and doula reimbursement
Educational assistance, including select programs fully paid
A robust 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
Between 15 to 25 vacation days each year, depending on career level and years of service.