Client Experience Associate

PNC•Erie, PA

12d•Onsite

About The Position

The Client Experience Associate works within PNC's Retail Banking organization, based at the Ninth and State Branch in Erie, Pennsylvania, and supports multiple branches in the region. The role delivers customer experiences intended to support financial wellbeing, build loyalty, and increase share of wallet. It processes customer interactions, explains alternatives for financial transactions, identifies banking opportunities, and makes appropriate referrals to branch staff. The associate engages customers in the lobby, presents relevant PNC products, and helps customers use technology, tools, and resources to manage transactions. The role uses product and procedural knowledge to resolve customer problems and supports efficient, accurate teller and branch operations. It also supports proactive sales conversations through service-to-sales interactions, teller interactions, outbound contacts, and lobby engagement, while adhering to policies, procedures, and risk-management expectations. PNC describes this as an in-office role. The position does not provide employment visa sponsorship or participate in STEM OPT.

Requirements

Typically less than one year of related experience; related experience or product knowledge may be needed to perform primary duties.
Demonstrate appropriate knowledge, skills, and abilities for the role, including customer focus and risk management.
No degree is required; 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
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 customer experiences that support customers' financial wellbeing, build loyalty, and increase share of wallet.
Process a variety of customer interactions and educate customers about alternatives for financial interactions.
Identify opportunities through conversations with customers and make appropriate referrals to branch staff.
Perform lobby engagement activities and position PNC products to meet customer 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, teller interactions, and effective lobby engagement.
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 (subject to eligibility).
Dental and vision options (subject to eligibility).
Employee and spouse/child life insurance (subject to eligibility).
Short- and long-term disability protection (subject to eligibility).
401(k) with PNC match (subject to eligibility).
Pension and stock purchase plans (subject to eligibility).
Dependent care reimbursement account (subject to eligibility).
Back-up child and elder care (subject to eligibility).
Adoption, surrogacy, and doula reimbursement (subject to eligibility).
Educational assistance, including select fully paid programs (subject to eligibility).
Wellness program with financial incentives.
Maternity and/or parental leave (depending on eligibility).
Up to 11 paid holidays each year (depending on eligibility).
9 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.