Client Experience Associate

Position Overview

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success. As a Client Experience Associate within PNC's Retail Banking organization, you will be based in Grand Rapids, MI supporting multiple branches in the region. PNC is an in-office company that fosters a supportive culture where employees can thrive and achieve balance. We encourage candidates to connect with their recruiter and hiring manager to understand workplace expectations and ensure the role aligns with their goals. PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

Job Description

• Delivers a unique customer experience aimed at improving customer financial wellbeing and creating loyalty while increasing share of wallet.
• Processes a variety of customer interactions.
• Educates customers on alternatives available for their financial interactions.
• Identifies banking opportunities during the customer interaction and refers as appropriate.
• Identifies opportunities through meaningful conversations with customers, making appropriate referrals to branch staff.
• Performs lobby engagement activities to connect with customers and position PNC products to meet their needs.
• Educates customers on options for managing financial transactions by leveraging technology, tools and resources.
• Applies product and procedural knowledge to solve customer's problems.
• Adheres to all policies and procedures, demonstrating sound judgment within established limits.
• Ensures teller and branch daily operations and maintenance transactions are completed in an efficient and accurate manner.
• Supports proactive sales conversations through internal and outbound interactions with a defined sales process including, service to sales, teller interactions, and effective lobby engagement, ultimately elevating client loyalty.
• Supports customer loyalty and helps to grow customer share of wallet through a differentiated customer experience.
• Applies basic product and procedural knowledge to help identify, mitigate and resolve customer problems effectively to drive customer loyalty.

Qualifications

Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position.

Preferred Skills

• Accountability
• Banking
• Branch Banking
• Client Loyalty
• Customer Experience (CX)
• Customer Service
• Identifying Opportunities
• Leveraging Technology
• Proactive Sales Competencies Accuracy and Attention to Detail
• Banking Products
• Digital Awareness
• Effective Communications
• Fraud Detection and Prevention
• Managing Multiple Priorities
• Matrix Management
• Problem Solving
• Understanding Customer Needs

Work Experience

Roles at this level typically do not require a university / college degree, high school diploma or GED, however may require related experience or product knowledge to accomplish primary duties. Typically <1 year of related experience. In lieu of a degree, a comparable combination of education, job specific certification(s) and experience (including military service) may be considered.

Education

No Degree

Certifications

No Required Certification(s)

Licenses

No Required License(s)

Language Assessments

No Required or Preferred Language Assessments

Benefits

• medical/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/elder care
• adoption, surrogacy, and doula reimbursement
• educational assistance, including select programs fully paid
• a robust wellness program with financial incentives

Paid Time Off

• maternity and/or parental leave
• up to 11 paid holidays each year
• 9 occasional absence days each year, unless otherwise required by law
• between 15 to 25 vacation days each year, depending on career level
• and years of service

Disability Accommodations Statement

If an accommodation is required to participate in the application process, please contact us via email at View email address on click.appcast.io. Please include "accommodation request" in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses. Applicants may also call View phone number on click.appcast.io and say "Workday" for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. At PNC we foster an inclusive and accessible workplace. We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions.

Equal Employment Opportunity (EEO)

PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law. This position is subject to the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA) and, for any registered role, the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and/or the Financial Industry Regulatory Authority (FINRA), which prohibit the hiring of individuals with certain criminal history.

California Residents

Refer to the California Consumer Privacy Act Privacy Notice to gain understanding of how PNC may use or disclose your personal information in our hiring practices.

For nearly 160 years, PNC has strived to make a meaningful impact for our employees, customers, communities, and shareholders. We believe our success and positive reputation are built on open and honest dialogue, an unwavering focus on smart risk management, relationship-based customer service and community investments. Our inclusive workplace allows our employees to be heard, valued, and developed to do their best work. Being a great place to work means we are making a lasting difference for everyone we serve.