Client Experience Associate

PNC•Philadelphia, PA

1d•Onsite

About The Position

The Client Experience Associate works within PNC's Retail organization at the Convention Center Branch in Philadelphia, Pennsylvania. This is an in-office role focused on delivering a differentiated customer experience that supports customers’ financial well-being and loyalty while growing their share of wallet. The associate handles customer interactions, explains available financial transaction options, identifies banking opportunities, and makes appropriate referrals to branch staff. The role includes lobby engagement and proactive sales conversations through service-to-sales interactions, teller interactions, and outbound contacts. Associates use technology, tools, resources, and product and procedural knowledge to address customer needs and resolve problems. They also support accurate, efficient teller and branch operations, follow policies and procedures, and manage risk in line with PNC’s Enterprise Risk Management Framework. PNC describes its workplace culture as inclusive and supportive. 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.
A university or college degree, high school diploma, or GED is typically not required at this level.
A comparable combination of education, job-specific certifications, and experience, including military service, may be considered in lieu of a degree.
Demonstrate customer focus by prioritizing customer needs and satisfaction and using that understanding to create customized solutions.
Demonstrate the ability to assess and effectively manage risks associated with business objectives and activities.
No required certifications.
No required licenses.
No required or preferred language assessments.

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
Knowledge of 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 that supports customers’ financial well-being and builds loyalty.
Process a variety of customer interactions and educate customers about available options for financial interactions.
Identify banking opportunities through meaningful conversations and make appropriate referrals to branch staff.
Perform lobby engagement activities to connect customers with PNC products and services that meet their needs.
Educate customers on managing financial transactions by using technology, tools, and resources.
Apply product and procedural knowledge to solve customer problems and help identify, mitigate, and resolve issues.
Follow 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 activity, teller interactions, and lobby engagement.
Support customer loyalty and grow customer share of wallet through a differentiated customer experience.
Assess and manage risks associated with business activities in support of PNC’s Enterprise Risk Management Framework.

Benefits

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