Client Experience Associate

PNC Bank • Lorain, OH

7d • Onsite

About The Position

The Client Experience Associate works within PNC's Retail Banking organization, based in North Olmsted, Ohio, and supports multiple branches in the region. This is an in-office role. The associate delivers customer experiences intended to improve financial wellbeing, build loyalty, and increase customers’ share of wallet. The role processes customer interactions, explains financial transaction options, identifies banking opportunities, and refers customers to appropriate products or branch staff.

The associate performs lobby engagement, supports teller and branch operations, and uses product, procedural, and technology knowledge to address customer needs. The role supports proactive sales conversations through service-to-sales interactions, including teller interactions and outbound contacts, while following established policies, procedures, and risk-management expectations. The position is incentive eligible, with incentive payments based on company, business, and/or individual performance. PNC does 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 needed to accomplish primary duties.
• Demonstrate appropriate knowledge, skills, and abilities for the role.
• Accuracy and attention to detail.
• Knowledge of banking products and digital tools.
• Effective communication and problem-solving skills.
• Ability to detect and prevent fraud.
• Ability to manage multiple priorities and understand customer needs.
• Customer-focused approach and ability to create customized customer solutions.
• Ability to assess and manage risks in support of PNC's Enterprise Risk Management Framework.
• No degree, certification, or license is required; a comparable combination of education, job-specific certifications, and experience may be considered in lieu of a degree.
• Must meet applicable FDIA Section 19 requirements and, for any registered role, applicable SAFE Act and/or FINRA requirements.

Nice To Haves

• Accountability
• Banking or branch banking knowledge
• Client loyalty and customer experience knowledge
• Customer service experience
• Ability to identify opportunities
• Ability to leverage technology
• Proactive sales skills

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 financial transaction alternatives.
• Identify banking opportunities and make appropriate referrals to branch staff.
• Conduct lobby engagement activities and position PNC products to meet customer needs.
• Educate customers about managing financial transactions using technology, tools, and resources.
• Apply product and procedural knowledge to identify, address, and resolve customer problems.
• Follow 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.
• Support customer loyalty and growth in customer share of wallet through a differentiated customer experience.
• Assess and manage risks associated with business activities in accordance with PNC's Enterprise Risk Management Framework.

Benefits

• Medical and prescription drug coverage, including 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
• Nine 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed