Client Experience Associate - Anacostia

PNC•Washington, DC

1d•Onsite

About The Position

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success. As a Client Experience Associate within PNC's Retail Bank organization, you will be based in Washington, DC. PNC is an in-office company that fosters a collaborative and supportive culture where employees can thrive. We encourage candidates to connect with their recruiter and hiring manager to discuss workplace expectations and confirm branch hours and shift details for this location. PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position. The role delivers a unique customer experience aimed at improving customer financial wellbeing and creating loyalty while increasing share of wallet. It involves processing a variety of customer interactions, educating customers on alternatives available for their financial interactions, and identifying banking opportunities to make appropriate referrals. The associate performs lobby engagement activities to connect with customers and position PNC products, educates customers on managing financial transactions by leveraging technology, tools, and resources, and applies product and procedural knowledge to solve customer problems. They are expected to adhere to all policies and procedures, demonstrating sound judgment within established limits, and ensure teller and branch daily operations and maintenance transactions are completed efficiently and accurately. The position supports proactive sales conversations through internal and outbound interactions, including service to sales, teller interactions, and effective lobby engagement, ultimately elevating client loyalty and helping to grow customer share of wallet through a differentiated customer experience. It also involves applying basic product and procedural knowledge to help identify, mitigate, and resolve customer problems effectively to drive customer loyalty.

Requirements

Demonstrate appropriate knowledge, skills, and abilities for a role.
Typically <1 year of related experience.
In lieu of a degree, a comparable combination of education, job specific certification(s) and experience (including military service) may be considered.
No Degree
No Required Certification(s)
No Required License(s)
Competencies: Accuracy and Attention to Detail
Competencies: Banking Products
Competencies: Digital Awareness
Competencies: Effective Communications
Competencies: Fraud Detection and Prevention
Competencies: Managing Multiple Priorities
Competencies: Matrix Management
Competencies: Problem Solving
Competencies: Understanding Customer Needs

Nice To Haves

Accountability
Banking
Branch Banking
Client Loyalty
Customer Experience (CX)
Customer Service
Identifying Opportunities
Leveraging Technology
Proactive Sales

Responsibilities

Delivers a unique customer experience aimed at improving customer financial wellbeing and creating loyalty while increasing share of wallet.
Processes a variety of customer interactions.
Educates customers on alternatives available for their financial interactions.
Identifies banking opportunities during the customer interaction and refers as appropriate.
Identifies opportunities through meaningful conversations with customers, making appropriate referrals to branch staff.
Performs lobby engagement activities to connect with customers and position PNC products to meet their needs.
Educates customers on options for managing financial transactions by leveraging technology, tools and resources.
Applies product and procedural knowledge to solve customer's problems.
Adheres to all policies and procedures, demonstrating sound judgment within established limits.
Ensures teller and branch daily operations and maintenance transactions are completed in an efficient and accurate manner.
Supports proactive sales conversations through internal and outbound interactions with a defined sales process including, service to sales, teller interactions, and effective lobby engagement, ultimately elevating client loyalty.
Supports customer loyalty and helps to grow customer share of wallet through a differentiated customer experience.
Applies basic product and procedural knowledge to help identify, mitigate and resolve customer problems effectively to drive customer loyalty.
Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.

Benefits

medical/prescription drug coverage (with 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 and stock purchase plans
dependent care reimbursement account
back-up child/elder care
adoption, surrogacy, and doula reimbursement
educational assistance, including select programs fully paid
a robust 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
between 15 to 25 vacation days each year, depending on career level; and years of service