Silvia Silva

Teller Manager/Assistant Manager of Operations

PNC Bank

03.2003 - Current

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