Client Experience Asssociate

About the role

As a Client Experience Associate within PNC's Retail Branch organization, you will be based in Baltimore, Maryland. PNC is an in-office company that fosters a supportive culture where employees can thrive and achieve balance.

Responsibilities

• 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 and educates customers on alternatives available for their financial interactions.
• Identifies banking opportunities during customer interactions and makes 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 problems and adheres to all policies and procedures.
• Ensures teller and branch daily operations and maintenance transactions are completed efficiently and accurately.
• Supports proactive sales conversations through internal and outbound interactions with a defined sales process, including service to sales, teller interactions, and effective lobby engagement.
• 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

• 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 less than 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.

Preferred Skills and Competencies

• 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

Pay

Base Salary: $37,125.00 – $61,875.00. Salaries may vary based on geographic location, market data, and on individual skills, experience, and education. This role is incentive eligible with payment based upon company, business, and/or individual performance.

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
• Robust wellness program with financial incentives
• Paid time off including maternity and/or parental leave, up to 11 paid holidays, 9 occasional absence days, and between 15 to 25 vacation days each year depending on career level and years of service