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 Service Associate Sr within PNC Private Bank organization, you will be based in Phoenix, AZ. The position is primarily based in a PNC location. Responsibilities require time in the office or in the field on a regular basis. Some responsibilities may be performed remotely, at the manager’s discretion.

The Client Service Associate Sr. serves as the primary point of contact for our clients and advisors in the execution of client servicing and administrative requests by initiating or completing activities across all PNC Private Bank products and services (Banking, Investment and Fiduciary). The Client Service Associate Sr also partners with Advisors/Leaders on any client related activities.

As the owner of the service experience, the Client Service Associate Sr also partners closely with the Advisors, Middle Office, or Operations teams for service request fulfillment, supporting our collective goal of becoming more client-centric and providing a world-class, seamless client experience.

This role reports directly to Client Service Manager or the Client Service Director.

Key responsibilities include, but are not limited to, handling:
• Transaction Requests
• Maintenance Requests
• Inquiry Requests
• Risk Management

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

Job Description

• Develops and maintains long term client relationships. Actively manages customer expectations to ensure maximum satisfaction with products and services. Provides exceptional client service and flawless execution on client requests, inquiries and transactions such as money movement, demographic update, beneficiary administration, security transfers, credit transactions, and research requests.
• Reviews and identifies potential business opportunities for clients to engage in additional products and services. Serves as a point of contact for clients, client teams or service partners and may act as an escalation point for complex client implementation and servicing issues.
• Collaborates with internal partners to identify potential issues, working collectively to solve problems and track open issues to resolution. Learns and understands existing and upcoming technologies to support client consultation and requests.
• Participates, as needed, in upcoming technology or product design, development, and testing using operational flow and product knowledge to identify and document defects as well as suggest enhancements.
• Proactively works to determine service improvements and solicit client input and feedback to drive client satisfaction. Conducts risk assessments on potential customer-level fraud exposure and recommends appropriate path to mitigate risk.

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.

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.

Competencies