Client Experience Associate - Kingston

PNC•Kingstowne, VA

4d•$40,500 - $67,500•Onsite

About The Position

The Client Experience Associate works within PNC's Retail Banking organization and is based in Kingston, Virginia. The role delivers customer experiences intended to improve financial wellbeing, build loyalty, and increase customers’ share of wallet. It processes customer interactions, educates customers about financial transaction options, identifies banking opportunities, and makes appropriate referrals to branch staff. The associate engages customers in the lobby, promotes suitable PNC products, and helps customers use technology, tools, and resources to manage financial transactions. The role applies product and procedural knowledge to resolve customer problems, supports proactive sales conversations through service-to-sales interactions and outbound contact, and helps ensure teller and branch operations are completed efficiently and accurately. Employees are expected to focus on customers and manage risk in alignment with PNC’s Enterprise Risk Management Framework. This is an in-office position.

Requirements

Typically less than one year of related experience; related experience or product knowledge may be required to perform primary duties.
Demonstrate appropriate knowledge, skills, and abilities for the role.
Apply customer-focused practices and create customized customer solutions based on customer needs and satisfaction.
Assess and manage risks in accordance with PNC's Enterprise Risk Management Framework.

Nice To Haves

Preferred skills include accountability, banking, branch banking, client loyalty, customer experience, customer service, identifying opportunities, leveraging technology, and proactive sales.
Relevant competencies include accuracy and attention to detail, banking products, digital awareness, effective communications, fraud detection and prevention, managing multiple priorities, matrix management, problem solving, and understanding customer needs.
No university or college degree, high school diploma, or GED is typically required at this level; a comparable combination of education, job-specific certifications, and experience, including military service, may be considered in lieu of a degree.

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 available alternatives for financial interactions.
Identify banking opportunities through customer conversations and make appropriate referrals to branch staff.
Perform lobby engagement activities, 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.
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 internal and outbound interactions, service-to-sales activity, teller interactions, and lobby engagement.
Assess and manage risks associated with business objectives and activities in support of PNC's Enterprise Risk Management Framework.

Benefits

Medical and prescription drug coverage, including a Health Savings Account feature, subject to eligibility.
Dental and vision options, subject to eligibility.
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, depending on eligibility.
Up to 11 paid holidays each year, depending on eligibility.
Nine occasional absence days each year, unless otherwise required by law, depending on eligibility.
Between 15 and 25 vacation days each year, depending on career level and years of service, subject to eligibility.