Client Experience Associate

PNC • Williamsburg, VA

1d • Onsite

About The Position

At PNC, the Client Experience Associate role is within the Retail Branch organization, based in Williamsburg, VA. PNC emphasizes a collaborative, supportive, and inclusive in-office culture focused on delivering the best customer experience. The position is centered on improving customer financial wellbeing, fostering loyalty, and increasing share of wallet. This involves processing customer interactions, educating them on financial alternatives and technology, identifying banking opportunities, and making appropriate referrals to branch staff. The role also includes performing lobby engagement activities, applying product and procedural knowledge to solve problems, and adhering to policies. Employees are expected to be customer-focused and adept at managing risk, aligning with PNC's Enterprise Risk Management Framework. PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

Requirements

• Accuracy and Attention to Detail
• Banking Products knowledge
• Digital Awareness
• Effective Communications
• Fraud Detection and Prevention
• Managing Multiple Priorities
• Matrix Management
• Problem Solving
• Understanding Customer Needs
• Typically <1 year of related experience.
• Related experience or product knowledge to accomplish primary duties.
• In lieu of a degree, a comparable combination of education, job specific certification(s) and experience (including military service) may be considered.

Nice To Haves

• Accountability
• Banking
• Branch Banking
• Client Loyalty
• Customer Experience (CX)
• Customer Service
• Identifying Opportunities
• Leveraging Technology
• Proactive Sales

Responsibilities

• Deliver a unique customer experience aimed at improving customer financial wellbeing and creating loyalty while increasing share of wallet.
• Process a variety of customer interactions.
• Educate customers on alternatives available for their financial interactions.
• Identify banking opportunities during the customer interaction and refer as appropriate.
• Identify opportunities through meaningful conversations with customers, making appropriate referrals to branch staff.
• Perform lobby engagement activities to connect with customers and position PNC products to meet their needs.
• Educate customers on options for managing financial transactions by leveraging technology, tools and resources.
• Apply product and procedural knowledge to solve customer's problems.
• Adhere to all policies and procedures, demonstrating sound judgment within established limits.
• Ensure teller and branch daily operations and maintenance transactions are completed in an efficient and accurate manner.
• Support proactive sales conversations through internal and outbound interactions with a defined sales process including, service to sales, teller interactions, and effective lobby engagement, ultimately elevating client loyalty.
• Support customer loyalty and help to grow customer share of wallet through a differentiated customer experience.
• Apply basic product and procedural knowledge to help identify, mitigate and resolve customer problems effectively to drive customer loyalty.
• Be Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
• Manage Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.

Benefits

• Medical/prescription drug coverage (with a Health Savings Account feature)
• Dental options
• Vision options
• Employee and spouse/child life insurance
• Short and long-term disability protection
• 401(k) with PNC match
• Pension plans
• Stock purchase plans
• Dependent care reimbursement account
• Back-up child/elder care
• Adoption reimbursement
• Surrogacy reimbursement
• Doula reimbursement
• Educational assistance, including select programs fully paid
• Robust 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
• Between 15 to 25 vacation days each year, depending on career level and years of service

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees