Teller Lead Resume Example PNC Bank

TELLER LEAD

Professional Summary

Experienced banking professional with superior attention to detail and highly ethical nature. Dedicated to maintaining optimal security and customer satisfaction while meeting ambitious sales targets. Well-versed in industry regulations and asset protection strategies.

Proficient in providing leadership and training for team members. An excellent communicator with a helpful mindset when interacting with customers to drive business' performance. Successful Lead Teller with background managing customer and team expectations by setting clear and realistic goals both internally and externally.

Proficient in prioritizing customer happiness utilizing effective communication strategies.

Skills

I create the schedules for all team members each week, ensuring that staffing is sufficient to successfully run the branch and that meetings, training and Lobby Engagement shifts are noted so that all team members are aware of the staffing.

In keeping our branch in compliance and ensuring a passing DCAP score, I oversee the completion of the BOAM and that all tasks are performed as required. I am able to effectively manage risk and have trained the teller team through weekly Loss Prevention/Compliance meetings and on-the-spot conversations preventing loss to the Bank and customers. I complete the Off-Site Storage every year on time and within guidelines.

I coach and lead by example in putting the customer's needs first whether behind the teller line or through Lobby Engagement. I review products as well as policies and procedures so that the teller team can deliver a knowledgeable, efficient and exceptional experience.

In the moment coaching and holding regular one-on-one meetings with the tellers has made a significant impact in our referral production in 2019. During our one-on-one meetings, we review their RTS, celebrate areas of success and ideas to turn opportunities into successes. I work with the tellers on creating conversation scripts and hold them accountable to delivering committed conversation or Insight goals. I have two tellers who came to PNC within the last year and I have coached them in delivering successful conversations resulting in appointments set and delivered Insights. I coach and lead by example to educate and improve our customer's financial well-being and create loyalty in recognizing opportunities that result in referrals.

Work History

Teller Lead, 09/2007 to Current
PNC Bank – Salisbury, United States

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 or PNC ecosystem partners .
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.

Internal Auditor, 03/2006 to 09/2007
Mercantile Peninsula Bank – Princess Anne, MD

Performed internal audits of branch operations, developing risk assessments and conducting process walkthroughs for compliance with documented processes.
Prepared suitable reports on risk and information gleaned from audits and distributed to appropriate personnel.
Planned annual audits and evaluated existing internal controls for internal departments and international offices.
Investigated discrepancies discovered during auditing process.
Produced audit reports which comprised evaluation of internal control systems.
Produced audit reports identifying and reporting audit issues.
Guided branches in developing remediation plans, addressing deficiencies uncovered during walkthroughs and documented recommendations to improve internal controls.
Recommended new methods to improve internal controls and operating efficiency.

Teller, Head Teller/CSR, CSR, 10/1990 to 03/2006
Peninsula/Mercantile Peninsula Bank – Princess Anne, MD

Executed customer transactions, including deposits, withdrawals, money orders and checks.
Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
Processed quarterly vault and ATM audits with zero error rate.
Provided high-level customer service through friendly approach, strong professionalism and timely assistance with customer transactions.
Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
Promoted products or services to each customer to consistently achieve sales targets.
Completed special procedures for customers such as ordering new checks, stopping payments or investigating identity theft.

Education

High School DiplomaTrinity High School - Washington, PA

Resume Overview

Companies Worked For:

PNC Bank
Mercantile Peninsula Bank
Peninsula/Mercantile Peninsula Bank

School Attended

Trinity High School

Job Titles Held:

Teller Lead
Internal Auditor
Teller, Head Teller/CSR, CSR

Degrees

High School Diploma

Teller Lead Resume Example

Resume Score: 80%

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