As a Lead Teller at PNC, you will take on a variety of responsibilities aimed at enhancing customer service and operational efficiency. You'll coach and mentor Tellers on effective customer engagement techniques and ensure they are identifying banking opportunities during customer interactions. Leading by example, you'll oversee daily transactions, educate customers about new technologies, and help facilitate referrals for PNC products when appropriate. Your role is crucial in maintaining a welcoming lobby environment and adhering to all banking policies and procedures.

To succeed as a Lead Teller at PNC, applicants typically need over a year of relevant experience in banking or customer service. While a high school diploma or GED is preferred, equivalent combinations of education and experience may also be considered. Key competencies include excellent communication skills, attention to detail, and the ability to manage multiple priorities effectively. A proactive customer-focused mindset is essential, as you'll be continuously finding ways to enhance customer experiences and operational success.

The Lead Teller role is pivotal in shaping customer satisfaction at PNC. By coaching Tellers to focus on meaningful conversations and personalized service, you directly contribute to improving customer financial well-being and loyalty. Your leadership ensures that Tellers are equipped with the necessary skills to engage with customers effectively, identify their needs, and provide tailored solutions. This focus on customer service helps position PNC's products and services in a way that meets and exceeds customer expectations.

The working environment for a Lead Teller at PNC is dynamic, inclusive, and team-oriented. You will collaborate closely with your team to create a positive customer experience. PNC promotes a culture where employees feel respected and valued, encouraging continuous learning and mentorship. The environment is designed to support both personal and professional growth, which helps to elevate the service standard within the branch and positively impacts overall team performance.

PNC offers a comprehensive benefits package for Lead Tellers, which includes medical and dental coverage, a 401(k) plan with matching contributions, and various paid time off options, such as vacation days and holidays. Additionally, PNC provides educational assistance and wellness programs to promote healthy living. These benefits reflect PNC's commitment to supporting employees' overall well-being and professional development.

In this scenario, it's essential to highlight a specific example where your coaching made a significant impact on a team member's performance. Discuss the situation, the approach you took to mentor them, the challenges faced, and the positive outcome that resulted from your guidance.

When responding to this question, emphasize the importance of active listening, empathy, and prompt resolution. Explain your approach to addressing customer concerns, ensuring they feel heard, and how you guide your Tellers in similar situations to enhance customer trust and satisfaction.

Discuss various methods such as role-playing, feedback sessions, and recognition of good service practices. Highlight how you tailor your coaching techniques for different Tellers based on their individual strengths and weaknesses to create a supportive learning environment.

Provide insights into how you identify opportunities during customer interactions and how you encourage Tellers to do the same. Share techniques to integrate sales conversations naturally into customer engagement without being overly aggressive.

It’s important to demonstrate your organizational skills and ability to multitask. Explain your strategy for assessing and prioritizing tasks based on urgency and customer needs, and how you communicate effectively with your team during high-demand times to ensure operational flow.

Discuss specific actions you take, such as regular team meetings, open communication, and team-building activities that create trust and unity among your Tellers. Highlight the importance of celebrating successes together and promoting a shared vision for performance.

Here, discussing your commitment to continuous learning is vital. Mention any resources you utilize, such as professional development courses, seminars, or industry publications, and how you share valuable information with your team to keep everyone informed and compliant.

Emphasize attributes such as strong communication skills, empathy, attention to detail, and the ability to mentor and lead by example. Highlight how these attributes help you create a positive work environment focused on customer satisfaction and employee development.

Explain your approach to performance issues, focusing on addressing the situation promptly and constructively. Discuss the steps you would take, including observing their behavior, providing feedback, and collaborating on an improvement plan to enhance their performance while maintaining morale.

Provide personal insights into why you admire PNC's culture, values, and commitment to customer service. Share how your career aspirations align with the role and how you envision contributing to the branch's success through your leadership and mentorship skills.