Teller Lead

PNC•Catonsville, MD

1d•Onsite

About The Position

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success. As a Teller Lead within PNC's Retail Branch organization, you will be based in Catonsville, Maryland. PNC is an in-office company that fosters a collaborative and supportive culture where employees can thrive. We encourage candidates to connect with their recruiter and hiring manager to discuss workplace expectations and confirm branch hours and shift details for this location. PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position. The Teller Lead coaches, mentors and leads tellers by example to deliver a unique customer experience aimed at improving customer financial wellbeing and creating loyalty while increasing share of wallet. They process a variety of customer interactions, educate customers on alternatives for financial interactions, and identify banking opportunities for referrals. The role also involves performing lobby engagement activities, educating customers on managing financial transactions using technology, and assisting the Branch Manager in performance management and new hire selection. The Teller Lead ensures daily operations and maintenance transactions are completed efficiently and accurately, while adhering to all policies and procedures.

Requirements

Knowledge 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 (Customer Focused).
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 (Managing Risk).
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
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.

Nice To Haves

Accountability
Banking
Client Loyalty
Customer Experience (CX)
Customer Service
Identifying Opportunities
Leveraging Technology
Proactive Sales

Responsibilities

Coaches, mentors and leads tellers by example to deliver a unique customer experience aimed at improving customer financial wellbeing and creating loyalty while increasing share of wallet.
Processes a variety of customer interactions.
Educates customers on alternatives available for their financial interactions.
Identifies banking opportunities during the customer interaction and refers as appropriate.
Coaches, mentors and leads tellers by example in identifying opportunities through meaningful conversations with customers, making appropriate referrals to branch staff.
Coaches, mentors and leads tellers by example in performing lobby engagement activities to connect with customers and position PNC products to meet their needs.
Educates customers on options for managing financial transactions by leveraging technology, tools and resources.
Coaches, mentors and leads tellers by example with clear communication skills, transaction handling and problem resolution processes.
Assists the Branch Manager in performance management and new hire selection processes.
Coaches, mentors and leads tellers by example in adhering to all policies and procedures, demonstrating sound judgment within established limits.
Ensures teller and branch daily operations and maintenance transactions are completed in an efficient and accurate manner.

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