Client Experience Associate

PNC•Alexandria, 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 Alexandria, Virginia. The role delivers a distinctive customer experience intended to improve customers’ financial wellbeing, build loyalty, and increase share of wallet. It handles a variety of customer interactions, explains available options for financial transactions, identifies banking opportunities, and refers customers to appropriate branch staff. The position is in-office; PNC encourages candidates to discuss workplace expectations with their recruiter and hiring manager. The associate uses product and procedural knowledge to resolve customer issues, supports lobby engagement and proactive sales conversations, and helps customers use technology, tools, and resources to manage transactions. The role also supports efficient, accurate teller and branch daily operations and maintenance transactions, while following policies and procedures and using sound judgment within established limits. Successful employees are expected to prioritize customer needs and satisfaction and effectively assess and manage risks under PNC’s Enterprise Risk Management Framework.

Requirements

Typically less than one year of related experience; related experience or product knowledge may be needed to accomplish 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 may be considered.
Demonstrate appropriate knowledge, skills, and abilities for the role, including customer focus and risk management.
No required certifications.
No required licenses.
No required or preferred language assessments.

Nice To Haves

Accountability
Banking
Branch banking
Client loyalty
Customer experience (CX)
Customer service
Identifying opportunities
Leveraging technology
Proactive sales
Accuracy and attention to detail
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 that supports financial wellbeing, customer loyalty, and increased share of wallet.
Process a variety of customer interactions and educate customers about alternatives for financial interactions.
Identify banking opportunities through customer conversations and make appropriate referrals to branch staff.
Perform lobby engagement activities and position PNC products to meet customers’ needs.
Educate customers on ways to manage financial transactions using technology, tools, and resources.
Apply product and procedural knowledge to solve customer problems and identify, mitigate, and resolve issues.
Follow 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 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, with a Health Savings Account feature, subject to eligibility
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, subject to eligibility
Up to 11 paid holidays each year, subject to eligibility
9 occasional absence days each year, unless otherwise required by law
15 to 25 vacation days each year, depending on career level and eligibility