Client Experience Associate
About The Position
The Client Experience Associate works within PNC's Retail Branch organization, is based in Dayton, Ohio, and supports multiple branches in the region. The role delivers customer experiences intended to improve financial wellbeing and loyalty while increasing customers’ share of wallet. It processes customer interactions, explains available options for financial transactions, identifies banking opportunities, and makes referrals as appropriate. 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, follows policies and procedures, and completes teller and branch daily operations and maintenance transactions accurately and efficiently. It also supports proactive sales conversations through service-to-sales activity, teller interactions, and lobby engagement. PNC describes this as an in-office role and notes that it will not sponsor employment visas or participate in STEM OPT for this position. The role is incentive eligible, with payments based on company, business, and/or individual performance.
Requirements
- Typically less than one year of related experience; related experience or product knowledge may be needed for primary duties.
- A university or college degree, high school diploma, or GED is typically not required; 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 approach that prioritizes customer needs and satisfaction and supports customized customer solutions.
- Ability to assess and effectively manage risks in support of PNC's Enterprise Risk Management Framework.
Nice To Haves
- Preferred skills: accountability, banking, branch banking, client loyalty, customer experience, customer service, identifying opportunities, leveraging technology, and proactive sales.
- Competencies: 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.
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 alternatives for financial interactions.
- Identify banking opportunities through meaningful 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 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.
- 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.
- 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.
- 9 occasional absence days each year, unless otherwise required by law, depending on eligibility.
- 15 to 25 vacation days each year, depending on career level and years of service.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
