Client Experience Associate

PNC•Mount Laurel, NJ

3d•$37,125 - $61,875•Onsite

About The Position

The Client Experience Associate is a full-time, in-office position in PNC’s Retail organization, based at the Mt. Laurel Branch in Mt. Laurel, New Jersey. The role delivers a distinctive customer experience focused on improving customers’ financial wellbeing, building loyalty, and increasing share of wallet. It handles a variety of customer interactions, explains options for financial transactions, identifies banking opportunities, and makes appropriate referrals to branch staff. The associate also engages customers in the lobby, uses technology and other resources to help customers manage transactions, and applies product and procedural knowledge to resolve problems. The position supports accurate and efficient teller and branch operations, follows policies and procedures, manages risk, and contributes to proactive sales and customer loyalty. The role typically requires less than one year of related experience and does not require a degree or specified certification or license. Base salary is $37,125–$61,875, with incentive eligibility 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 to perform primary duties.
Demonstrated knowledge, skills, and abilities appropriate to the role.
Customer-focused approach, with the ability to use customer needs and satisfaction to inform customized solutions.
Ability to assess and effectively manage risks associated with business objectives and activities.
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.

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
Knowledge of 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 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 through meaningful customer conversations and make appropriate referrals to branch staff.
Perform lobby engagement activities and position PNC products to meet customer needs.
Educate customers on managing financial transactions using technology, tools, and resources.
Apply product and procedural knowledge to resolve customer problems effectively.
Follow policies and procedures and exercise sound judgment within established limits.
Complete teller and branch daily operations and maintenance transactions 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 in accordance with PNC’s Enterprise Risk Management Framework.

Benefits

Medical and prescription drug coverage, including a Health Savings Account feature
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 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
Up to 11 paid holidays each year
9 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