Merchant Services Client Solution Manager II - Corporate & Institutional Banking (C&IB)

Fairygodboss; Springfield (IL); Hybrid; USD 77,000 - 172,000; Full time

Benefits offered by this job

Medical/prescription coverage

Dental and vision options

401(k) with PNC match

Pension and stock purchase plans

Job summary

PNC is seeking a Client Solution Manager II in Merchant Services to lead a team delivering the day-to-day client experience and portfolio health. You will guide service delivery, protect revenue, and drive growth across an assigned book of existing Merchant Services clients.

The role requires deep knowledge of Merchant Services solutions, interchange economics, and strong leadership. Remote eligibility may apply; some in-office participation could be needed based on business needs.

Qualifications

• Minimum 5 years of Merchant Services experience.
• Experience leading service teams and managing escalations.
• Knowledge of interchange, pricing structures, and Merchant Services solutions.
• Experience in client support, service delivery, or operations.

Responsibilities

• Monitor and oversee activities involved with support of sales, service and execution.
• Recommend and implement improvements to drive desired client experience.
• Provide performance reports to leadership.
• Manage client exceptions and top escalations.
• Maintain relationships with internal/external service partners.
• Oversee development of the C&IB Merchant Services Commercial Relationship Management team.

Skills

Merchant Services

Client Relationship Management

Service Delivery

Interchange Economics

Leadership

Escalations Management

Education

Bachelors

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(n) [position title] within PNC's [name of division] organization, you will be based in [city/state location of position].

Job Profile

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 Solution Manager II within PNC's Corporate & Institutional Banking (C&IB) Merchant Services organization, you can sit anywhere within the PNC footprint.

As a Client Solution Manager II within PNC's Corporate & Institutional Banking (C&IB) Merchant Services organization, you lead a team responsible for the day-to-day client experience and the long-term health of the portfolio. You are accountable for how your team delivers service, protects revenue, retains clients, and identifies growth opportunities across an assigned book of existing Merchant Services clients.

You manage and develop a team of Relationship Management and Service Support professionals who support clients post-sale. Your role is to set clear expectations, coach performance, and hold the team accountable for executing on client experience outcomes, service stability, issue resolution, revenue protection, and portfolio growth. You ensure work is prioritized correctly and executed consistently across the client lifecycle.

This role requires deep working knowledge of Merchant Services solutions and interchange economics. You guide your team in identifying interchange impacts, pricing considerations, and solution design opportunities that protect revenue, address client concerns, and support sustainable portfolio growth. You are expected to challenge recommendations that introduce risk and reinforce disciplined, informed decision-making.

This position is focused on people leadership and operational execution, not individual client coverage. You translate strategy into action, monitor results, and intervene quickly when service quality, client satisfaction, revenue, or retention is at risk.

The Client Solution Manager II also serves as a trusted service partner and escalation point for clients, working closely with internal Operations, Technology, Risk, and Implementation teams to resolve complex Merchant Services issues, minimize disruption, and improve overall client satisfaction. You leverage your expertise to drive effective root-cause resolution rather than temporary fixes.

Candidates must bring a minimum of 5 years of Merchant Services experience, with a strong background in client support, service delivery, or operations. Demonstrated knowledge of interchange, pricing structures, and Merchant Services solutions is required. Prior experience leading service teams, mentoring colleagues, and managing escalations within a Merchant Services environment is preferred.

This position may be eligible for remote work in select geographic locations, subject to approval by PNC. If approved, work must be conducted from a quiet, secure, and confidential home-based workspace. Occasional in-office participation may be required based on business needs.

PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

Job Description

• Monitors and oversees all activities involved with support of sales, service and execution.
• Recommends and implements improvements and connects strategy to business outcomes to drive desired client experience.
• Provides reports on performance to leadership.
• Participates in establishing and ensuring compliance with internal policies and procedures and risk controls.
• Manages client exceptions and highest level escalations.
• Manages and maintains relationships with internal/external service partners.
• Manages, aligns, and oversees the development of the C&IB Merchant Services Commercial Relationship Management team which may include supervisors and individual contributors.
• Directs and manages all sales, service and execution support for new and ongoing complex C&IB client relationships and leads staff to achieve relevant KPI's and requirements.

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.

PNC also has fundamental expectations of our people managers. As a manager of talent in PNC, you will be expected to:

• Include Intentionally - Cultivates diverse teams and inclusive workplaces to expand thinking.
• Live the Values - Role models our values with transparency and courage.
• Enable Change - Takes action to drive change and innovation that will transform our business.
• Achieve Results - Takes personal ownership to deliver results. Empowers and trusts others in decision making.
• Develop the Best - Raises the bar with every talent decision and guides the achievement of all employees and customer.

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

Business Decisions, Client Counseling, Client Relationship Building, Competitive Advantages, Customer Experience (CX), Management of Employees, Merchant Services, Personal Initiative, Relationship Management, Results-Oriented

Competencies

Customer Relationship Management Applications, Customer Support Policies, Standards and Procedures, Decision Making and Critical Thinking, Effective Communications, Problem Management Process, Process Management, Sales Support and Administration

Work Experience

Roles at this level typically require a university / college degree, with 5+ years of industry-relevant experience. At least 3 years of prior management experience is typically required. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

Education

Bachelors

Certifications

No Required Certification(s)

Licenses

No Required License(s)

Pay Transparency

Base Salary: $77,000.00 - $171,500.00

Salaries may vary based on geographic location, market data and on individual skills, experience, and education. This role is incentive eligible with the payment based upon company, business and/or individual performance.

Application Window

Generally, this opening is expected to be posted for two business days from 02/27/2025, although it may be longer with business discretion.

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

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 other programs, including benefits for full time and part-time employees, visit pncthrive.com.

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 name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses. Applicants may also call 877-968-7762 and say "Workday" for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

At PNC we foster an inclusive and accessible workplace. We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions.

Equal Employment Opportunity (EEO)

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.

This position is subject to the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA) and, for any registered role, the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and/or the Financial Industry Regulatory Authority (FINRA), which prohibit the hiring of individuals with certain criminal history.

California Residents

Refer to the California Consumer Privacy Act Privacy Notice to gain understanding of how PNC may use or disclose your personal information in our hiring practices.