Client Experience Associate

PNC Bank•Fishers, IN

4d•Onsite

About The Position

As a Client Experience Associate at PNC, you will deliver a customer experience focused on improving customers’ financial well-being and building loyalty. You will process a variety of customer interactions, educate customers about financial transaction options, identify banking opportunities, and make appropriate referrals to branch staff. The role includes engaging customers in the lobby and positioning PNC products to meet their needs, as well as using technology, tools, and resources to help customers manage financial transactions. You will apply product and procedural knowledge to address customer problems, support teller and branch operations, and contribute to proactive sales conversations through service-to-sales interactions and effective lobby engagement. You are expected to follow policies and procedures, use sound judgment within established limits, and manage risks in keeping with PNC’s Enterprise Risk Management Framework. PNC describes this as an in-office role and encourages candidates to discuss workplace expectations with their recruiter and hiring manager. PNC will not provide employment-visa sponsorship or participate in STEM OPT for this position.

Requirements

Typically less than one year of related experience; related experience or product knowledge may be required to perform primary duties.
Demonstrate customer focus by prioritizing customer needs and satisfaction and using that understanding to create customized solutions.
Demonstrate the ability to assess and manage risks in support of PNC’s Enterprise Risk Management Framework.
No university or college degree, high school diploma, or GED is typically 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.
No required certifications.
No required licenses.

Nice To Haves

Accountability
Banking
Client loyalty
Customer experience (CX)
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 a customer experience intended to improve customers’ financial well-being and build loyalty.
Process a variety of customer interactions and educate customers about available alternatives for financial interactions.
Identify banking opportunities through customer conversations and make appropriate referrals to branch staff.
Conduct lobby engagement activities to connect with customers and position PNC products to meet their needs.
Educate customers on ways to manage financial transactions using technology, tools, and resources.
Apply product and procedural knowledge to identify, mitigate, and resolve customer problems.
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, teller interactions, and lobby engagement.
Support customer loyalty and growth in 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, with a Health Savings Account feature, for eligible full-time employees
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