Client Experience Associate

PNC Financial Services Group, Inc.; Los Angeles (CA); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Pension and stock purchase plans

Paid time off

Job summary

PNC Financial Services Group, Inc. seeks a Client Experience Associate within its Retail Banking organization, based in Monroeville, PA, supporting multiple branches in the region.

The role focuses on delivering a tailored customer experience, driving financial wellbeing and fostering loyalty. The successful candidate will handle diverse customer interactions, educate clients on options, identify banking opportunities and refer to branch staff, while adhering to policies and maintaining daily

Qualifications

• High school diploma or GED required; related experience can substitute.
• University degree not required for this role.

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.
• 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.

Skills

Customer Service

Banking

Branch Banking

Customer Experience (CX)

Digital Awareness

Effective Communications

Proactive Sales

Fraud Detection

Problem Solving

Understanding Customer Needs

Education

No Degree

Job description

Position Overview

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 Monroeville, PA 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 Employee Expectations

• 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

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.

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

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

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 [e-mail]. Please include “accommodation request” in the subject line title and be sure to include your