Teller Lead

PNC•Baltimore, MD

1d•Onsite

About The Position

At PNC, the Teller Lead role is a key position within the Retail Branch organization, based in Baltimore, Maryland. PNC emphasizes its people as its greatest differentiator and competitive advantage, fostering an inclusive workplace culture where employees are respected, valued, and have opportunities to contribute to the company's success. This is an in-office position designed to promote a collaborative and supportive environment. The Teller Lead is responsible for coaching, mentoring, and leading tellers by example to deliver an exceptional customer experience, focusing on improving customer financial well-being, building loyalty, and increasing share of wallet. The role involves processing various customer interactions, educating customers on financial alternatives, and identifying banking opportunities for appropriate referrals to branch staff. Teller Leads also engage with customers in the lobby to position PNC products, educate on leveraging technology for transactions, and guide tellers in communication, transaction handling, and problem resolution. They assist the Branch Manager with performance management and new hire selection, and ensure tellers adhere to policies and procedures, demonstrating sound judgment. The position also involves ensuring efficient and accurate completion of daily teller and branch operations. PNC expects its employees to be Customer Focused, understanding customer needs and aligning business decisions to satisfaction, and adept at Managing Risk by adhering to 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.
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

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.
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.
Managing 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