Client Experience Associate

PNC•Kansas City, MO

2d•Onsite

About The Position

At PNC, employees work together to deliver a strong customer experience and foster an inclusive workplace. This role is within PNC's Retail organization and is based at the Crossroads Solution Center in Kansas City, Missouri. The position is in-office. Spanish bilingual ability is preferred. PNC will not provide employment visa sponsorship or participate in STEM OPT for this position. The Client Experience Associate processes customer interactions, helps customers understand options for financial transactions, and uses product and procedural knowledge to address customer problems. The role identifies banking opportunities and makes appropriate referrals, supports sales conversations and customer loyalty, and completes teller and branch operations and maintenance transactions accurately and efficiently. Employees are expected to focus on customers and manage risk in accordance with PNC's Enterprise Risk Management Framework. This position typically does not require a university or college degree, high school diploma, or GED, though related experience or product knowledge may be needed. It typically requires less than one year of related experience. A comparable combination of education, job-specific certifications, and experience, including military service, may be considered in lieu of a degree. No certifications or licenses are required. PNC offers a range of benefits, subject to eligibility. Options for full-time employees include medical and prescription coverage, dental and vision options, life and disability insurance, a 401(k) with company match, pension and stock purchase plans, dependent-care reimbursement, back-up child or elder care, adoption, surrogacy and doula reimbursement, educational assistance, and a wellness program with financial incentives. Paid time off may include maternity and/or parental leave, up to 11 paid holidays, 9 occasional absence days, and 15 to 25 vacation days depending on career level and years of service.

Requirements

Typically less than one year of related experience; related experience or product knowledge may be needed to perform the primary duties.
No university or college degree, high school diploma, or GED is typically required; a comparable combination of education, job-specific certification(s), and experience, including military service, may be considered in lieu of a degree.
No required certifications.
No required licenses.

Nice To Haves

Bilingual Spanish ability is preferred.
Preferred skills include accountability, banking, branch banking, client loyalty, customer experience, customer service, identifying opportunities, leveraging technology, and proactive sales.
Relevant competencies include accuracy and attention to detail, banking products, digital awareness, effective communications, fraud detection and prevention, managing multiple priorities, matrix management, problem solving, and understanding customer needs.

Responsibilities

Process a variety of customer interactions to provide a distinctive experience that supports customers' financial wellbeing and loyalty.
Educate customers about available alternatives for financial interactions and options for managing transactions through technology, tools, and resources.
Identify banking opportunities through meaningful customer conversations and refer customers to branch staff as appropriate.
Perform lobby engagement activities and position PNC products to address customer needs.
Use product and procedural knowledge to solve customer problems and help identify, mitigate, and resolve issues.
Adhere to policies and procedures and exercise sound judgment within established limits.
Complete teller and branch daily operations and maintenance transactions accurately and efficiently.
Support proactive sales conversations through internal and outbound interactions, service-to-sales interactions, teller interactions, and effective lobby engagement.
Support customer loyalty and growth in customer share of wallet through a differentiated customer experience.
Focus on customer needs and satisfaction when making business decisions and creating customer solutions.
Assess and manage risks associated with business objectives and activities in support of 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.
Between 15 and 25 vacation days each year, depending on career level and years of service.