Client Experience Associate - Greenbriar Mall

PNC Bank•Atlanta, GA

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 organization, you will be based in Atlanta, GA. PNC is an in-office company that fosters a collaborative and supportive culture where employees can thrive. This role delivers a unique customer experience aimed at improving customer financial wellbeing and creating loyalty while increasing share of wallet. It involves processing various customer interactions, educating customers on financial alternatives, identifying banking opportunities, and making appropriate referrals to branch staff. The associate performs lobby engagement activities to connect with customers, positions PNC products, and educates customers on managing financial transactions using technology and resources. They apply product and procedural knowledge to solve customer problems, adhere to policies, and ensure efficient and accurate daily operations. The role also supports proactive sales conversations and helps grow customer loyalty and share of wallet through a differentiated customer experience.

Requirements

Roles at this level typically do not require a university / college degree, high school diploma or GED, however may require related experience or product knowledge to accomplish primary duties.
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)
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

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.