Client Experience Associate

Overview

Position Overview:

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are united in delivering the best experience for our customers and foster an inclusive workplace where all employees feel respected, valued and have an opportunity to contribute to the company’s success. As a Client Experience Associate within PNC's Retail Branch Banking organization, you will be based in Fort Worth, TX at the Presidio Crossing branch.

Job Profile:
This role supports customer interactions to enhance financial wellbeing, loyalty, and share of wallet, while educating customers on available alternatives and leveraging technology to manage transactions.

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

• 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 efficiently and accurately.
• 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.

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.

Accountability, Banking, Branch Banking, Client Loyalty, Customer Experience (CX), Customer Service, Identifying Opportunities, Leveraging Technology, Proactive Sales

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

Roles at this level typically do not require a university/college degree, high school diploma or GED; related experience or product knowledge may be sufficient. Typically