Teller Lead

PNC Bank•Frederick, MD

10d•Onsite

About The Position

As a Teller Lead within PNC's Retail Branch organization, this in-office role is based in Frederick, Maryland. The Teller Lead coaches, mentors, and leads tellers by example to provide a distinctive customer experience, support customers’ financial well-being, build loyalty, and increase share of wallet. The role processes customer interactions, educates customers about financial transaction options and available technology, and identifies opportunities to refer customers to appropriate branch staff and PNC products. The Teller Lead supports branch operations by ensuring teller and daily maintenance transactions are completed efficiently and accurately, and by following policies and procedures with sound judgment. The role also assists the Branch Manager with performance management and new-hire selection. PNC does not provide employment visa sponsorship or participate in STEM OPT for this position.

Requirements

Typically requires at least 1 year of related experience.
Related experience or product knowledge is required to accomplish the primary duties.
A university or college degree, high school diploma, or GED is typically not required for roles at this level.
In lieu of a degree, a comparable combination of education, job-specific certifications, and experience, including military service, may be considered.
Demonstrate customer focus by prioritizing customer needs and satisfaction and using that understanding to create customized solutions.
Demonstrate the ability to assess and manage risks in support of PNC's Enterprise Risk Management Framework.

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, mentor, and lead tellers by example to improve customer experience, financial well-being, customer loyalty, and share of wallet.
Process a variety of customer interactions and educate customers about alternatives for financial interactions.
Identify banking opportunities during customer interactions and make appropriate referrals to branch staff.
Lead tellers in holding meaningful customer conversations and identifying opportunities for referrals.
Lead lobby engagement activities that connect with customers and position PNC products to meet their needs.
Educate customers on ways to manage financial transactions using technology, tools, and resources.
Model clear communication, transaction handling, and problem-resolution processes.
Assist the Branch Manager with performance management and new-hire selection processes.
Model 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, with a Health Savings Account feature, for eligible full-time employees
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
Incentive-eligible compensation based on company, business, and/or individual performance