Universal Branch Specialist (MLO)- (Branch Operations/Personal Banker)

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 an Universal Branch Specialist within PNC's Allendale organization, you will be based in Allendale, MI.

Job Description

• Assesses and effectively coaches and leads the branch team by ensuring a proper review and coordination of various activities (cash/ATM management, night deposit review, CTR/MIL review, etc.) to ensure adherence to all regulatory, security and audit requirements within the universal branch. Manages the customer experience by identifying opportunities to improve the customer's financial wellbeing. Collaborates with ecosystem partners to grow the customer's share of wallet. Demonstrates expertise in the bank's policies and processes to manage within the bank's risk appetite.
• Coaches and leads team members with operational/risk activities and monitors adherence to policies and procedures. Supports universal branch leadership in managing the risk process of the universal branch through proper oversight and adherence to regulatory, security and audit requirements. Exercises sound decision making to identify and mitigate potential risk
• 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 the 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.

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.

Competencies

Branch Banking Services – Knowledge of the responsibilities, issues, regulations, business practices, and operations of retail banking branches; ability to provide qualified services to customers.

Coaching Others – Knowledge of coaching concepts and methods; ability to encourage, motivate, and guide individuals or teams in learning and improving effectiveness.

Decision Making and Critical Thinking – Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately, and reach productive decisions.

Digital Awareness – Shares, shows and supports clients on a variety of technological digital and online tools and resources allowing them to explore solutions to achieve their financial goals and financial well-being through the PNC conversation.

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.

Fraud Detection and Prevention – Knowledge of and ability to utilize processes, tools, and techniques for detecting, addressing and preventing fraudulent situations.

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

Operational Risk – Knowledge of policies and processes for operational risk management; ability to use tools, data, and best practices to identify, assess, and manage operational risk exposures.

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.

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.

Work Experience

Roles at this level typically require an Associates or equivalent degree as well as related experience or product knowledge to accomplish primary duties. Typically requires 3+ years 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.