Client Experience Associate

Client Experience Associate

At PNC, we pride ourselves in delivering the best experience for our customers and fostering an inclusive workplace culture. This in‑office role is based in Fort Worth, TX at the Mercantile branch.

This position focuses on providing a unique customer experience that improves financial wellbeing and builds loyalty while increasing share of wallet. The associate identifies banking opportunities, educates customers, engages in lobby activities, and supports proactive sales conversations.

• Deliver a unique customer experience that helps improve customer financial wellbeing and creates loyalty.
• Process a variety of customer interactions and provide product and procedural guidance.
• Educate customers on financial alternatives and options for managing transactions through technology and tools.
• Identify banking opportunities during customer conversations and refer appropriately to branch staff.
• Perform lobby engagement activities to connect with customers and position PNC products to meet their needs.
• Adhere to all policies and procedures, demonstrating sound judgment within established limits.
• Ensure teller and branch daily operations and maintenance transactions are completed efficiently and accurately.
• Support proactive sales conversations through internal and outbound interactions, including service‑to‑sales, teller interactions, and lobby engagement.
• Drive customer loyalty and help grow customer share of wallet through a differentiated customer experience.

• Customer Focused – knowledgeable of values and practices that align customer needs and satisfaction as a primary consideration.
• Managing Risk – assess and effectively manage all risks associated with business objectives and activities, supporting PNC’s Enterprise Risk Management Framework.

Success in this role requires appropriate knowledge, skills, and abilities.

• 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

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