Lead Teller & Customer Experience Coach

PNC; Leesburg (VA); On-site; USD 45,000 - 75,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision options

401(k) with PNC match

Pension and stock purchase plans

Job summary

PNC in Leesburg, Virginia is seeking a Lead Teller to coach and mentor tellers, deliver a standout customer experience, and help grow customer relationships. This in-office role supports branch operations and financial wellbeing through proactive conversations and referrals to branch staff.

The position emphasizes adherence to policies, daily operations, and opportunity identification with a focus on service quality. Prior banking/customer service experience is preferred; no degree is required.

Qualifications

• Roles at this level typically do not require a university / college degree, high school diploma or GED, but do require related experience or product knowledge to accomplish primary duties.
• Typically requires 1+ years of related experience.
• In lieu of a degree, a comparable combination of education, job specific certification(s), and experience may be considered.

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.

Skills

Banking

Customer Service

Customer Experience

Accountability

Identifying Opportunities

Leveraging Technology

Proactive Sales

Effective Communications

Problem Solving

Managing Priorities

Fraud Detection

Coaching Others

Digital Awareness

Understanding Customer Needs

Education

No Degree

Job description

PNC in Leesburg, Virginia is seeking a Lead Teller to coach and mentor tellers, deliver a standout customer experience, and help grow customer relationships. This in-office role supports branch operations and financial wellbeing through proactive conversations and referrals to branch staff.

The position emphasizes adherence to policies, daily operations, and opportunity identification with a focus on service quality. Prior banking/customer service experience is preferred; no degree is required.