Client Experience Associate

PNC•Rockville, MD

20h•Onsite

About The Position

The Client Experience Associate is a full-time, in-office role in PNC’s Retail Banking organization, based at the Wootton Parkway Branch in Rockville, Maryland. The role delivers customer experiences intended to improve customers’ financial wellbeing, build loyalty, and increase their share of wallet. The associate processes customer interactions, explains available financial transaction options, identifies banking opportunities, and refers customers to branch staff or other appropriate resources. The role also supports branch and teller operations, including completing daily operational and maintenance transactions accurately and efficiently. Associates use product and procedural knowledge, technology, tools, and resources to address customer needs, resolve problems, and support proactive sales conversations through service-to-sales interactions and lobby engagement. Employees are expected to focus on customers and manage risks in accordance with PNC’s Enterprise Risk Management Framework and applicable policies and procedures.

Requirements

Typically less than one year of related experience; related experience or product knowledge may be needed to perform 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.
No required certifications.
No required licenses.

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
Banking products
Digital awareness
Effective communications
Fraud detection and prevention
Managing multiple priorities
Matrix management
Problem solving
Understanding customer needs

Responsibilities

Deliver a customer experience designed to improve financial wellbeing, build customer loyalty, and increase share of wallet.
Process a variety of customer interactions and educate customers about alternatives for financial interactions.
Identify banking opportunities through customer conversations and make appropriate referrals to branch staff.
Perform lobby engagement activities and position PNC products to meet customers’ needs.
Educate customers on managing financial transactions using technology, tools, and resources.
Apply product and procedural knowledge to solve customer problems and help identify, mitigate, and resolve issues effectively.
Adhere to 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, teller interactions, and lobby engagement.
Assess and manage risks associated with business objectives and activities in support of 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 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
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
Incentive-eligible compensation based on company, business, and/or individual performance