Client Experience Associate

PNC•Fort Payne, AL

3d•Onsite

About The Position

The Client Experience Associate works within PNC’s retail organization and is based in Fort Payne, Alabama. The role delivers customer experiences intended to improve financial wellbeing, build loyalty, and increase customers’ share of wallet. It handles a variety of customer interactions, explains available options for financial transactions, identifies banking opportunities, and makes appropriate referrals to branch staff. The associate engages with customers in the lobby, positions relevant PNC products, and helps customers use technology, tools, and resources to manage financial transactions. The role applies product and procedural knowledge to address customer problems and supports efficient, accurate teller and branch operations. Employees are expected to focus on customer needs and satisfaction while assessing and managing risks in accordance with PNC’s Enterprise Risk Management Framework. This is an in-office position. PNC does not provide employment visa sponsorship or participate in STEM OPT for this position. The position requires no degree, certification, or license. Related experience or product knowledge may be useful; roles at this level typically require less than one year of related experience.

Requirements

Typically less than one year of related experience; related experience or product knowledge may be required to accomplish primary duties.
Demonstrate customer focus by prioritizing customer needs and satisfaction and using that understanding to create customized solutions.
Demonstrate the ability to assess and manage risks in alignment with PNC’s Enterprise Risk Management Framework.
No degree is required; a comparable combination of education, job-specific certifications, and experience may be considered.
No required certifications or licenses.

Nice To Haves

Accountability
Banking or branch banking knowledge
Client loyalty and customer experience (CX) 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 that support financial wellbeing, customer loyalty, and increased share of wallet.
Process a variety of customer interactions and educate customers about alternatives for financial interactions.
Identify banking opportunities through customer conversations and make appropriate referrals to branch staff.
Perform lobby engagement activities and position PNC products to meet customer needs.
Educate customers on managing financial transactions using technology, tools, and resources.
Apply product and procedural knowledge to solve customer problems and help mitigate or resolve issues.
Adhere to policies and procedures and exercise 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 activity, teller interactions, and lobby engagement.
Assess and manage risks associated with business activities in accordance with PNC’s Enterprise Risk Management Framework.

Benefits

Medical and prescription drug coverage, with 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 each year, subject to eligibility
9 occasional absence days each year, subject to eligibility and applicable law
15 to 25 vacation days each year depending on career level and years of service