Client Experience Associate

About the Role

• 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 customer interactions and refers as appropriate.
• Performs lobby engagement activities to connect with customers and position PNC products.
• Supports proactive sales conversations through internal and outbound interactions.
• Supports customer loyalty and helps to grow customer share of wallet through a differentiated customer experience.
• Bilingual in Spanish preferred.
• This is an in-office role.

Key Responsibilities

• Identifies opportunities through meaningful conversations with customers, making appropriate referrals to branch staff.
• 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 with a defined sales process including, service to sales, teller interactions, and effective lobby engagement, ultimately elevating client loyalty.
• Applies basic product and procedural knowledge to help identify, mitigate and resolve customer problems effectively to drive customer loyalty.

Requirements & Tech Stack

• Customer Focused: Knowledgeable of values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
• Managing Risk: Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.
• 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.

Qualifications

• Work Experience: Typically less than 1 year of related experience.
• Education: No Degree required. A comparable combination of education, job specific certification(s) and experience (including military service) may be considered.
• Certifications: No Required Certification(s).
• Licenses: No Required License(s).
• Language Assessments: No Required or Preferred Language Assessments.