Client Experience Associate

PNC Bank•Philadelphia, PA

8d•Onsite

About The Position

As a Client Experience Associate in PNC's Retail organization, based at the Convention Center Branch in Philadelphia, Pennsylvania, you will deliver customer experiences designed to improve financial wellbeing and build loyalty. The position processes customer interactions, educates customers about options for financial transactions, identifies banking opportunities, and refers customers to appropriate branch staff. It also involves lobby engagement and helping customers use technology, tools, and resources to manage transactions. PNC describes this as an in-office role and does not provide employment visa sponsorship or participate in STEM OPT for this position. The associate applies product and procedural knowledge to resolve customer problems, follows policies and procedures, and uses sound judgment within established limits. The role supports efficient and accurate teller and branch operations, proactive sales conversations, customer loyalty, and growth in customer share of wallet. The position typically requires less than one year of related experience. A university or college degree, high school diploma, or GED is typically not required, though related experience or product knowledge may be needed. PNC may consider a comparable combination of education, job-specific certifications, and experience, including military service, in lieu of a degree. No certifications or licenses are required.

Requirements

Typically less than one year of related experience; related experience or product knowledge may be needed.
Demonstrate appropriate knowledge, skills, and abilities for the role.
Customer-focused approach, with the ability to use customer needs and satisfaction to create customized solutions.
Ability to assess and manage risks in support of PNC's Enterprise Risk Management Framework.
No university or college degree, high school diploma, or GED is typically required; comparable combinations of education, job-specific certifications, and experience, including military service, may be considered in lieu of a degree.
No required certifications or licenses.
Must meet applicable FDIA Section 19 requirements; registered roles may also be subject to SAFE Act and/or FINRA requirements.

Nice To Haves

Accountability
Banking or branch banking knowledge
Client loyalty and customer experience skills
Customer service skills
Ability to identify opportunities
Ability to leverage technology
Proactive sales skills
Accuracy and attention to detail
Knowledge of banking products
Digital awareness
Effective communication
Fraud detection and prevention
Ability to manage multiple priorities
Matrix management
Problem-solving
Understanding customer needs

Responsibilities

Deliver customer experiences intended to improve financial wellbeing and build customer loyalty.
Process a variety of customer interactions and educate customers about alternatives for financial interactions.
Identify banking opportunities and make appropriate referrals to branch staff.
Conduct lobby engagement to connect with customers and position PNC products to meet their needs.
Educate customers about 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.
Complete teller and branch daily operations and maintenance transactions efficiently and accurately.
Support proactive sales conversations through internal and outbound interactions, service-to-sales activities, teller interactions, and lobby engagement.
Help grow customer loyalty and share of wallet through a differentiated customer experience.
Assess and manage risks associated with business objectives and activities in accordance with PNC's Enterprise Risk Management Framework.

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, subject to eligibility
Up to 11 paid holidays per year, subject to eligibility
9 occasional absence days per year, unless otherwise required by law
15 to 25 vacation days per year depending on career level and years of service