Client Experience Associate

PNC Bank•Jackson, OH

8d•Onsite

About The Position

As a Client Experience Associate in PNC's retail branch organization, this role supports multiple branches in the Canton, Ohio region. The position delivers customer experiences intended to improve financial wellbeing, build loyalty, and increase customers’ share of wallet. It processes customer interactions, educates customers about financial transaction options, identifies banking opportunities, and refers customers to appropriate branch staff. The role also performs lobby engagement and supports teller and branch operations. PNC describes the position as in-office and encourages candidates to discuss workplace expectations with their recruiter and hiring manager. PNC will not sponsor employment visas or participate in STEM OPT for this position. The role applies product and procedural knowledge to address customer problems, supports proactive sales conversations through service-to-sales interactions and outbound contacts, and uses technology and other resources to help customers manage transactions. Employees are expected to focus on customer needs and satisfaction and to assess and manage risks in alignment with PNC’s Enterprise Risk Management Framework. The role typically requires less than one year of related experience. A university or college degree, high school diploma, or GED is typically not required at this level, though related experience or product knowledge may be needed. A comparable combination of education, job-specific certifications, and experience, including military service, may be considered in lieu of a degree. No certification or license is required.

Requirements

Typically less than one year of related experience; related experience or product knowledge may be needed.
Demonstrate appropriate knowledge, skills, and abilities for the role.
Customer-focused approach, with the ability to use customer needs and satisfaction to create customized solutions.
Ability to assess and manage risks in support of PNC’s Enterprise Risk Management Framework.
No required certification or license.
PNC will not provide employment visa sponsorship or participate in STEM OPT for this position.

Nice To Haves

Accountability
Banking or branch banking knowledge
Client loyalty and customer experience knowledge
Customer service skills
Ability to identify opportunities
Ability to leverage technology
Proactive sales skills
Accuracy and attention to detail
Knowledge of banking products
Digital awareness
Effective communication
Fraud detection and prevention
Managing multiple priorities
Matrix management
Problem-solving
Understanding customer needs

Responsibilities

Deliver customer experiences designed to improve financial wellbeing, build loyalty, and increase share of wallet.
Process a variety of customer interactions and educate customers about available financial transaction alternatives.
Identify banking opportunities during customer interactions and make appropriate referrals to branch staff.
Conduct lobby engagement to connect with customers and position PNC products to meet their needs.
Educate customers about managing financial transactions using technology, tools, and resources.
Apply product and procedural knowledge to identify, mitigate, and resolve customer problems.
Adhere to 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 interactions, teller interactions, and lobby engagement.
Support customer loyalty and growth in customer share of wallet through a differentiated customer experience.

Benefits

Medical and prescription drug coverage, with 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 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
Up to 11 paid holidays each year
Nine occasional absence days each year, unless otherwise required by law
Between 15 and 25 vacation days each year, depending on career level and years of service
Incentive-eligible compensation based on company, business, and/or individual performance