Client Experience Associate

PNC; Hurst (TX); On-site; USD 34,000 - 45,000; Full time

Benefits offered by this job

Health Insurance

401(k) with PNC match

Paid time off

Job summary

PNC is seeking a Client Experience Associate in its Retail Banking organization, based in Hurst, TX. You will support multiple branches in the region and deliver a differentiated customer experience to improve financial wellbeing and loyalty.

You will educate customers on digital tools, identify opportunities, and collaborate with branch staff to grow wallet share while adhering to policies and procedures in an in-office environment.

Qualifications

• Roles at this level typically do not require a university / college degree.
• Experience or product knowledge may be required to accomplish primary duties.
• Spanish speaking is preferred in the language assessments.

Responsibilities

• Delivers a unique customer experience aimed at improving customer financial wellbeing and creating loyalty.
• Processes a variety of customer interactions and 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.
• Educates customers on options for managing financial transactions by leveraging technology and resources.
• Supports proactive sales conversations through a defined sales process.

Skills

Accountability

Banking

Branch Banking

Client Loyalty

Customer Experience (CX)

Customer Service

Identifying Opportunities

Leveraging Technology

Proactive Sales

Accuracy and Attention to Detail

Digital Awareness

Effective Communications

Fraud Detection and Prevention

Managing Multiple Priorities

Matrix Management

Problem Solving

Understanding Customer Needs

Education

No Degree

Job description

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 Hurst, TX 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.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

• Customer Focused - Knowledgeable of the 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.

Qualifications

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

Education

• No Degree

Certifications

• No Required Certification(s)

Licenses

• No Required License(s)

Language Assessments

• Spanish Speaking - Preferred

Benefits

PNC offers a comprehensive range of benefits to help 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

To learn more about these and ot