Client Experience Associate

PNC Bank•Severna Park, MD

1d•Onsite

About The Position

As a Client Experience Associate in PNC's Retail Branch organization, based in Severna Park, Maryland, you will deliver customer experiences intended to improve financial wellbeing, build loyalty, and increase customers’ share of wallet. The role processes customer interactions, educates customers about financial transaction options and available products, identifies banking opportunities, and makes appropriate referrals to branch staff. It also involves engaging customers in the lobby and supporting proactive sales conversations through service-to-sales interactions. You will use product and procedural knowledge, technology, tools, and other resources to address customer needs and resolve problems. The role supports efficient and accurate teller and branch operations, while following policies and procedures and exercising sound judgment within established limits. PNC describes this as an in-office company and encourages applicants to discuss workplace expectations with their recruiter and hiring manager. Employment visa sponsorship and STEM OPT participation are not available for this position.

Requirements

Typically less than one year of related experience; related experience or product knowledge may be needed to perform primary duties.
Demonstrate appropriate knowledge, skills, and abilities for the role, including customer focus and the ability to manage risk.
A university or college degree, high school diploma, or GED is typically not required; a comparable combination of education, job-specific certifications, and experience may be considered.

Nice To Haves

Accountability
Banking
Branch banking
Client loyalty
Customer experience
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 customer experiences aimed at improving financial wellbeing, creating loyalty, and increasing share of wallet.
Process a variety of customer interactions and educate customers on 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 using 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 activities, 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, 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 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
Between 15 and 25 vacation days each year, depending on career level and years of service