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Retail Banking

Customer Care Center | Development Program Details

Program Overview

At PNC, we work hard to provide the easiest way to bank and invest to help customers achieve financial well-being. We provide a great customer experience through our branches, care center, ATMs, online and mobile solutions. Retail Banking serves more than 8 million consumers and small businesses who use our various deposit, lending, credit card, cash management and investment services. You can find PNC branches and ATMs throughout 19 states and the District of Columbia and we offer residential mortgage loans within our branch network and nationwide. Whether it’s buying a home, saving for retirement, investing for the future or finding the right credit card, PNC Bank helps customers gain the confidence they need to make important financial decisions.

Roles within Retail Banking focus on partnerships, centered on the customer experience. The Customer Care Center track of the Retail Development Program develops the next generation of leaders for Retail through rotations across key retail segments with a focus on our Customer Care Centers. Our Customer Care Center consultants assist customers via phone, email and online chat, providing personable service to create a better customer experience without having to visit a branch. Associates will experience a holistic view of how the Retail organization functions to obtain the knowledge and skills necessary to lead a team of Care Center consultants or serve in a key functional area of the Customer Care Center.

Throughout this 18-month program, associates will experience rotational work assignments, classroom learning, virtual learning, networking opportunities, mentoring by market leadership as well as sales, technical and professional skill development.

What to Expect During the Program

The development program follows a 70/20/10 learning model where 10% of the time is spent on formal learning/training, 20% of the learning is social and 70% is experiential.

Through the experiential-based rotations, associates will gain a deeper understanding of the Retail Banking Strategy and critical Care Center functions and roles including sales, support, small business and service.

As associates progress through the learning path, they will progress from having formal classroom training to working with a coach and mentor who oversee the experiential components.

Associates will have the opportunity to work directly with customers, partners and leaders within the business throughout their time in the development program.

What a Typical Day Looks Like

  • Department Rotations (including but not limited to; Compliance/Risk; Service Excellence; Sales; Service Effectiveness Team; Workforce Management; Human Resources and immersion experiences across key Retail distribution segments)
  • Formal/Virtual Training (Core Service New Hire Training; Core Service Nesting Rotation)
  • Mentorship and Job Shadow
  • Technical, Business and Soft Skill Development
  • Working with customers and opportunity to lead a team

Career Opportunities

Based on business need and upon successful completion of the Retail Development Program, associates are placed into a position that aligns with the associate’s skills and potential.

Customer Care Center Track graduate opportunities may include:

  • Customer Service & Support Supervisor (Servicing Team Leader)
  • Individual Contributor (Sales & Functional Support)

Program Duration


18

Months

 

Available Locations


Kalamazoo, MI; Pittsburgh, PA

 

Preferred Areas of Study: Business Administration, Finance, Marketing, Management or related majors

Desired Skills: Strong interpersonal and leadership skills with an interest in relationship building, customer service, flexibility, ability to work in a fast-paced environment, communication, goal-oriented, organized, proactive and can manage multiple priorities, risk management and problem-solving skills

Minimum Requirements: Bachelor’s Degree from a 4-year school or university, 3.0 GPA

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