Client Experience Associate

PNC Bank•Rockville, MD

4d•Onsite

About The Position

As a full-time Client Experience Associate in PNC's Retail Banking organization, the role is based at the Wootton Parkway Branch in Rockville, Maryland. This is an in-office position. The associate delivers a customer experience designed to improve customers’ financial well-being, build loyalty, and increase share of wallet. The role processes customer interactions, explains available financial transaction options, identifies banking opportunities, and makes appropriate referrals to branch staff. Associates also engage customers in the lobby and support proactive sales conversations through internal and outbound interactions. The position uses product, procedural, technology, and resource knowledge to help resolve customer problems and manage financial transactions. It also supports efficient and accurate teller and branch daily operations, follows policies and procedures, and applies sound judgment within established limits. PNC states that it does not provide employment visa sponsorship or participate in STEM OPT for this position.

Requirements

Typically less than one year of related experience; related experience or product knowledge may be needed to perform the primary duties.
Demonstrate appropriate knowledge, skills, and abilities for the role.
Apply accuracy and attention to detail, effective communication, problem-solving, and the ability to manage multiple priorities.
Demonstrate knowledge or awareness of banking products, digital tools, customer needs, fraud detection and prevention, and customer service.
No degree, certification, or license 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

Preferred skills include accountability, banking, branch banking, client loyalty, customer experience, customer service, identifying opportunities, leveraging technology, and proactive sales.

Responsibilities

Deliver a customer experience aimed at improving financial well-being, building customer loyalty, and increasing share of wallet.
Process a variety of customer interactions and educate customers about available alternatives for financial interactions.
Identify banking opportunities during customer interactions and make appropriate referrals to branch staff.
Conduct lobby engagement activities to connect with customers and position PNC products to meet their needs.
Educate customers on options for managing financial transactions by leveraging technology, tools, and resources.
Apply product and procedural knowledge to identify, mitigate, and resolve customer problems.
Adhere to policies and procedures and demonstrate 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.
Support customer loyalty and grow customer share of wallet through a differentiated customer experience.

Benefits

Medical and prescription drug coverage, including a Health Savings Account feature, subject to eligibility.
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, depending on eligibility.
Up to 11 paid holidays each year, depending on eligibility.
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.