Client Experience Associate

Position Overview

As a Client Experience Associate within PNC's Retail Banking organization, you will be based in Lansing, MI. You will deliver a unique customer experience aimed at improving customer financial wellbeing, creating loyalty, and increasing share of wallet.

• 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 and 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.
• Applies product and procedural knowledge to solve customer's problems.
• Adheres to all policies and procedures, demonstrating sound judgment within established limits.
• 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.

• 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.

Successful candidates must demonstrate appropriate knowledge, skills, and abilities for this role.

• 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.