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.
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.
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