Client Service Associate

PNC Bank•Cleveland, OH

11d•Onsite

About The Position

The Client Service Associate works within PNC's Private Bank organization and is based in Cleveland, Ohio. This in-office role develops and maintains long-term client relationships, manages client expectations, and provides exceptional service and accurate execution of client requests, inquiries, and transactions. The associate serves as a point of contact for clients, client teams, and service partners, coordinates with internal partners to resolve issues, and escalates servicing or implementation matters to senior leadership as needed. The role also involves identifying opportunities to use digital self-service tools, learning relevant technologies, and seeking client feedback and service improvements. The position calls for customer focus and effective risk management in accordance with PNC's Enterprise Risk Management Framework. Candidates typically have a bachelor's degree and less than one year of professional experience, or have completed a formal development program. A comparable combination of education, job-specific certifications, and experience may be considered instead of a degree.

Requirements

Typically, a university or college degree with less than one year of professional experience and/or successful completion of a formal development program.
In lieu of a degree, a comparable combination of education, job-specific certification(s), and experience, including military service, may be considered.
Bachelor's degree listed under education.
Demonstrated accuracy and attention to detail.
Client relationship management skills.
Knowledge of customer support policies, standards, and procedures.
Decision-making and critical-thinking skills.
Knowledge of fiduciary responsibilities and investment management.
Ability to manage multiple priorities.
Knowledge of products and services.
Customer-focused approach and ability to manage risk.

Responsibilities

Develop and maintain long-term client relationships.
Actively manage client expectations to maximize satisfaction with products and services.
Provide exceptional client service and accurately execute client requests, inquiries, and transactions, including money movement, demographic updates, beneficiary administration, security transfers, credit transactions, and research requests.
Identify opportunities to use digital tools to offer clients successful self-service solutions.
Serve as a point of contact for clients, client teams, and service partners.
Escalate client implementation and servicing issues to senior leadership as necessary.
Communicate with internal partners to identify potential issues, work collectively to solve problems, and track open issues through resolution.
Learn and understand existing and upcoming technologies to support client consultation and requests.
Proactively identify service improvements and solicit client input and feedback to drive client satisfaction.
Focus on customer needs and satisfaction when making business decisions and creating customized customer solutions.
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, 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.
Nine 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.