Teller Manager/Assistant Manager of Operations
PNC Bank
Palisades Park, NJ
03.2003 - present
- Developed or analyzed information to assess current or future financial status of firms.
- Created financial management mechanisms to minimize financial risk to business.
- Oversaw daily actions of tellers, responded to escalated customer inquiries and assigned tasks to meet operational needs.
- Analyzed competitors and market trends to facilitate business growth.
- Created teller team schedules to maintain adequate staffing.
- Reviewed and approved transactions above limits and authority levels of teller staff.
- Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
- Performed regular audits of teller transaction records to identify discrepancies or errors.
- Managed teller staff schedules while ensuring adequate coverage at all times.
- Checked payroll, vendor payments and other accounting disbursements for accuracy and compliance.
- Recommended new financial and accounting software packages. replacing various non-integrated offerings.
- Monitored daily cash levels to ensure accurate balancing of accounts at the end of each day.
- Recruited qualified individuals for open positions within the branch network.
- Provided feedback on employees' performance during one-on-one meetings.
- Built financial models to allocate resources, forecast cash and investment needs and make capital budgeting decisions.
- Analyzed actual financial results to budget, preparing variance reporting to functional groups.
- Resolved escalated customer issues in accordance with established protocols and standards.
- Created reports detailing transactions, deposits, withdrawals, and other banking activities for management review.
- Conducted reviews and evaluations for cost-reduction opportunities.
- Assisted in the development of strategies to increase sales within the branch network.
- Developed and implemented a customer service training program for new tellers.
- Controlled cash and carried out cash use forecasting to maximize availability while minimizing risk.
- Tracked customer satisfaction levels through periodic surveys and focus groups.
- Provided guidance to tellers on resolving customer inquiries or complaints in a timely manner.
- Identified opportunities for process improvements and communicated them to senior management team.
- Supervised teller team by enforcing policies and procedures related to teller operations, security and compliance.
- Filed government-mandated reports related to large cash transactions and sale of monetary instruments.
- Reviewed customer account information for accuracy prior to processing transactions.
- Maintained relationships with customers through ongoing communication about products and services available.
- Developed best practices for handling customer inquiries quickly and efficiently.
- Ensured adherence to bank policies and procedures by all tellers.
- Maintained regular performance appraisals for subordinates through verbal, written and on-going review programs.
- Drove daily operations through cash drawer balancing, counterfeit currency identification and vault cash management.
- Coordinated preparation of external audit materials and external financial reporting.
- Managed relationships with tax authorities, bankers and auditors.
- Participated in local community events representing the bank's brand identity.
- Worked closely with corporate banking teams on special projects related to product launches or campaigns.
- Monitored branch activities for compliance with BSA and AML, reporting issues to Loss Prevention Department.
- Conducted monthly meetings with staff to review performance, discuss challenges, and provide support.
- Planned and completed group projects, working smoothly with others.
- Answered 50 calls or more per shift to assist with customer questions and concerns.
- Identified needs of customers promptly and efficiently.
- Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Maintained schedule of class assignments to meet deadlines.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Understood and followed oral and written directions.
- Worked with cross-functional teams to achieve goals.
- Completed day-to-day duties accurately and efficiently.
- Delivered products to customer locations on time.
- Recognized by management for providing exceptional customer service.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
- Leveraged computer, ATMS and TCRS skills to input and compile data gathered from various sources.
- Maintained updated knowledge through continuing education and advanced training.
- Achieved cost-savings by developing functional solutions to problems.
- Assisted with customer requests and answered questions to improve satisfaction.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Mentor for Tellers, Bankers and Managers for the past 10 years
