Senior Client Service Associate

About the role

Develops and maintains long term client relationships. Actively manages customer expectations to ensure maximum satisfaction with products and services. Provides exceptional client service and flawless execution on client requests, inquiries and transactions such as money movement, demographic update, beneficiary administration, security transfers, credit transactions, and research requests. Reviews and identifies potential business opportunities for clients to engage in additional products and services. Serves as a point of contact for clients, client teams or service partners and may act as an escalation point for complex client implementation and servicing issues. Collaborates with internal partners to identify potential issues, working collectively to solve problems and track open issues to resolution. Learns and understands existing and upcoming technologies to support client consultation and requests.

• Participates, as needed, in upcoming technology or product design, development, and testing using operational flow and product knowledge to identify and document defects as well as suggest enhancements.
• Proactively works to determine service improvements and solicit client input and feedback to drive client satisfaction.
• Conducts risk assessments on potential customer-level fraud exposure and recommends appropriate path to mitigate risk.

Responsibilities

Develops and maintains long term client relationships. Actively manages customer expectations to ensure maximum satisfaction with products and services. Provides exceptional client service and flawless execution on client requests, inquiries and transactions such as money movement, demographic update, beneficiary administration, security transfers, credit transactions, and research requests. Reviews and identifies potential business opportunities for clients to engage in additional products and services. Serves as a point of contact for clients, client teams or service partners and may act as an escalation point for complex client implementation and servicing issues. Collaborates with internal partners to identify potential issues, working collectively to solve problems and track open issues to resolution. Learns and understands existing and upcoming technologies to support client consultation and requests.

• Participates, as needed, in upcoming technology or product design, development, and testing using operational flow and product knowledge to identify and document defects as well as suggest enhancements.
• Proactively works to determine service improvements and solicit client input and feedback to drive client satisfaction.
• Conducts risk assessments on potential customer-level fraud exposure and recommends appropriate path to mitigate risk.

Requirements

Roles at this level typically require a university / college degree, with 2+ years of relevant professional experience. 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

Qualifications

• Competencies: Accuracy and Attention to Detail, Client Relationship Management, Customer Support Policies, Standards and Procedures, Decision Making and Critical Thinking, Fiduciary Responsibilities, Investment Management, Managing Multiple Priorities, Process Management
• Work Experience: Roles at this level typically require a university / college degree, with 2+ years of relevant professional experience. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

Skills

• Knowledge of existing and upcoming technologies to support client consultation and requests.
• Ability to participate in technology or product design, development, and testing using operational flow and product knowledge to identify and document defects as well as suggest enhancements.
• Ability to proactively work on determining service improvements and soliciting client input and feedback to drive client satisfaction.
• Ability to conduct risk assessments on potential customer-level fraud exposure and recommend appropriate paths to mitigate risk.

Benefits

PNC offers a comprehensive range of benefits to meet your needs now and in the future. Depending on your eligibility, options for full-time employees include: 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. In addition, PNC generally provides the following paid time off, depending on your eligibility: 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.

Pay

Base Salary: $63,750.00 – $106,250.00
Salaries may vary based on geographic location, market data and on individual skills, experience, and education.

Schedule

PNC is an in-office company that fosters a supportive culture where employees can thrive and achieve balance.

Benefits

• Medical/Prescription Drug Coverage
• 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
• A Robust Wellness Program with Financial Incentives

Contact Information

To learn more about these and other programs, including benefits for full time and part-time employees, visit pncthrive.com.

Disability Accommodations

If an accommodation is required to participate in the application process, please contact us via email at AccommodationRequest@pnc.com. 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.

Equal Employment Opportunity

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.