Client Experience Associate

PNC•Severna Park, MD

1d•$37,125 - $61,875•Onsite

About The Position

The Client Experience Associate works within PNC's Retail Branch organization and is based in Severna Park, Maryland. The role delivers customer experiences intended to improve financial wellbeing, build loyalty, and increase customers’ share of wallet. It handles customer interactions, explains options for financial transactions, identifies banking opportunities, and makes appropriate referrals to branch staff. The associate engages customers in the lobby, positions relevant PNC products, and helps customers use technology, tools, and resources to manage transactions. The role applies product and procedural knowledge to resolve customer problems, follows policies and procedures, and supports efficient, accurate teller and branch operations. It also supports proactive sales conversations through service-to-sales interactions, teller interactions, outbound contacts, and lobby engagement. PNC describes itself as an in-office company. The role requires customer focus and effective management of risks within PNC's Enterprise Risk Management Framework. A university or college degree is typically not required; typically less than one year of related experience is expected, though comparable combinations of education, certifications, and experience may be considered.

Requirements

Typically less than one year of related experience.
Knowledge, skills, and abilities appropriate to the role.
A university or college degree is typically not required; comparable combinations of education, job-specific certifications, and experience, including military service, may be considered.
No required certifications.
No required licenses.

Nice To Haves

Accountability
Banking
Branch banking
Client loyalty
Customer experience
Customer service
Identifying opportunities
Leveraging technology
Proactive sales
Accuracy and attention to detail
Knowledge of banking products
Digital awareness
Effective communications
Fraud detection and prevention
Managing multiple priorities
Matrix management
Problem solving
Understanding customer needs

Responsibilities

Deliver customer experiences that support financial wellbeing, customer loyalty, and increased share of wallet.
Process a variety of customer interactions and educate customers about alternatives for financial transactions.
Identify banking opportunities through meaningful customer conversations and make appropriate referrals to branch staff.
Conduct lobby engagement and position PNC products to address customer needs.
Educate customers on managing financial transactions using technology, tools, and resources.
Apply product and procedural knowledge to solve customer problems and help identify, mitigate, and resolve issues.
Adhere to policies and procedures and exercise sound judgment within established limits.
Ensure teller and branch daily operations and maintenance transactions are completed efficiently and accurately.
Support proactive sales conversations through service-to-sales interactions, teller interactions, outbound interactions, and effective lobby engagement.
Assess and manage risks associated with business objectives and activities in alignment with PNC's Enterprise Risk Management Framework.

Benefits

Medical and prescription drug coverage, including a Health Savings Account feature
Dental and vision options
Employee and spouse/child life insurance
Short- and long-term disability protection
401(k) with PNC match
Pension plan
Stock purchase plan
Dependent care reimbursement account
Back-up child and elder care
Adoption, surrogacy, and doula reimbursement
Educational assistance, including select fully paid programs
Wellness program with financial incentives
Maternity and/or parental leave
Up to 11 paid holidays each year
9 occasional absence days each year, unless otherwise required by law
15 to 25 vacation days each year, depending on career level and years of service