Client Experience Associate

PNC Bank•Northbrook, IL

5d•Onsite

About The Position

As a Client Experience Associate within PNC's retail branch organization, this role is based in Northbrook, Illinois and supports multiple branches in the region. The position delivers a customer experience intended to improve customers’ financial wellbeing, build loyalty, and increase share of wallet. It processes customer interactions, educates customers about options for financial transactions, identifies banking opportunities, and makes appropriate referrals to branch staff. The role also engages customers in the lobby and supports proactive sales conversations through internal and outbound interactions using a defined sales process. The associate uses product and procedural knowledge, technology, tools, and resources to address customer needs and resolve problems. The role supports efficient and accurate teller and branch operations, follows policies and procedures, and exercises sound judgment within established limits. PNC describes this as an in-office position. The role is incentive eligible, with incentive payments based on company, business, and/or individual performance. PNC does not provide employment visa sponsorship or participate in STEM OPT for this position.

Requirements

Typically fewer than one year of related experience; related experience or product knowledge may be needed to perform primary duties.
A university or college degree, high school diploma, or GED is typically not required for roles at this level; a comparable combination of education, job-specific certifications, and experience, including military service, may be considered in lieu of a degree.
Demonstrate appropriate knowledge, skills, and abilities for the role.
Customer-focused knowledge and practices that prioritize customer needs and satisfaction and support customized customer solutions.
Ability to assess and manage risks in support of PNC's Enterprise Risk Management Framework.
No required certifications.
No required licenses.
No required or preferred language assessments.

Nice To Haves

Accountability
Banking or branch banking knowledge
Client loyalty and customer experience knowledge
Customer service skills
Ability to identify opportunities
Ability to leverage technology
Proactive sales skills
Accuracy and attention to detail
Knowledge of banking products
Digital awareness
Effective communication
Fraud detection and prevention
Ability to manage multiple priorities
Matrix management
Problem-solving
Understanding customer needs

Responsibilities

Deliver a customer experience aimed at improving financial wellbeing, creating loyalty, and increasing share of wallet.
Process a variety of customer interactions and educate customers on alternatives for their financial interactions.
Identify banking opportunities during customer interactions and make 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 using technology, tools, and resources.
Apply product and procedural knowledge to solve customer problems and help identify, mitigate, and resolve issues effectively.
Adhere to policies and procedures and demonstrate sound judgment within established limits.
Ensure teller and branch daily operations and maintenance transactions are completed efficiently and accurately.
Support proactive sales conversations through internal and outbound interactions, service-to-sales activity, teller interactions, and lobby engagement.
Support customer loyalty and help grow customer share of wallet through a differentiated customer experience.
Assess and manage risks associated with business objectives and activities in accordance 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 and stock purchase plans
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
Between 15 and 25 vacation days each year, depending on career level and years of service