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Branch Sales and Service Associate (MLO)

Company: PNC Financial Services Group
Location: Ellicott City
Posted on: October 19, 2019

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. As a Branch Sales and Service Associate, you will strengthen customer relationships with a defined sales process. You will spend most of your time as a personal banker, engaging customers in sales conversations in order to identify appropriate financial solutions. This position, within PNC's Retail Branch Banking Network, is based in Ellicott City, Maryland at the Dorsey Search branch.

Job Profile


  • Acquires and deepens the branch customer base through a variety of proactive sales and service activities. Manages the customer experience by identifying opportunities to improve the customer's financial wellbeing. Collaborates with ecosystem partners to grow customer's share of wallet. Positions PNC solutions to drive new revenue and customer loyalty.
  • Drives proactive sales conversations through internal and outbound interactions with a defined sales process including outbound calling, service to sales, teller interactions, appointment setting and effective lobby engagement, ultimately elevating client loyalty. Delivers a full PNC conversation with every client interaction to identify appropriate PNC solutions. Leverages ecosystem partnerships as well as community Centers of Influence to acquire, expand and retain relationships.
  • Creates customer loyalty and grows customer share of wallet through a differentiated customer experience. 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 identify, mitigate and solve customer problems effectively to drive customer loyalty.
  • Manages risk through adherence to all policies and procedures, demonstrating sound judgment within established limits. Demonstrates a heightened scrutiny to identify and avoid loss. Participates in branch daily operations, ensuring they are completed in an efficient and accurate manner.

    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.


      CompetenciesBanking Products Knowledge of and ability to provide products and services available through the retail banking branch.

      Effective Communications Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

      Managing Multiple Priorities Ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.

      Matrix Management Ability to build and use effective working relationships within own department and across department, functional, and geographic reporting lines.

      Problem Solving Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply this knowledge appropriately to diverse situations.

      Prospecting. Knowledge of prospecting principles, processes and skills; ability to identify and engage potential customers in the market. Build relationships and create opportunities. Plan, strategize and target the right industries. Create value propositions with impact.

      Retail Lending Knowledge of and ability to design and develop retail lending products and services, manage and evaluate operational processes and procedures and ensure compliance with local and company policies.

      Selling. Applies knowledge of banking products and services to meet customer needs and enable them to achieve their financial goals. Identifies prospecting approaches to identify potential customers and create opportunities to sell financial solutions and ideas to customers.

      Tech Savvy Advise, educate and engage clients on a variety of technological tools and resources allowing them to explore solutions to achieve their goals and financial well being.

      Understanding Customer Needs Knowledge of and the ability to recognize and be sensitive to the different perspectives and priorities of different customers.

      Work Experience

      Roles at this level typically do not require a university / college degree, but do require related experience or product knowledge to accomplish primary duties. Typically requires 1+ years of related experience. In lieu of a degree, a comparable combination of education and experience (including military service) may be considered.

      Education

      No Degree

      Disability Accommodations Statement

      The PNC workplace is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the PNC Careers website or submission process, please call 877-968-7762 and select Option 4: Recruiting or contact us via email at pathfinder@pnc.com.

      The Human Resources Service Center hours of operation are Monday - Friday 9:00 AM to 5:00 PM ET.

      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.

Keywords: PNC Financial Services Group, Baltimore , Branch Sales and Service Associate (MLO), Sales , Ellicott City, Maryland

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