The internal technology is terrible. It's very, very dated, not user friendly, and on a number of occasions due to computer glitches and program errors (even when the information is entered correctly and according to PNC policy and procedure) will get you bad customer reviews and even in trouble with upper management.
You get every Sunday off, but expect to work multiple Saturdays a month, especially when trying to close Investment business you have to be willing to work around people's schedules.
My position doesn't really make sense to have and honestly isn't needed within the branch. I have access to view our investment business and I am supposed to be driving more $ to the investment side, but can't provide any account maintenance, recommend any specific products or really speak outside of completely gray areas. It's something that could be handled by any of the bankers or the private client group. There is total reliance on other people to close business.
I was told I'd spend 75% of my time working on and closing investments and the other 25% would be on quality banking time (lending and opening accounts). The reality is the majority of my time is spent as a personal banker. There is way to much time spent ordering new checks or resetting pin numbers or simply standing at the front doing "lobby management" where you basically act as a Walmart greeter in a suit. It's not productive, but is required by upper management. It would be much more efficient if I was proactively seeking business either through calling or business visits.
My position can't open any type of investment account, I have to either go through a call center with the customer,(It's awkward and a gamble if the random rep you called is going to know what they are doing, or if they are going to recommend the right product to the client) or a regional Financial Advisor who's position is poorly compensated throughout the corporation and as a result the turnover has been insanely high (higher than is normal within the industry, despite referring $2 million in new money to the position last quarter I'm on my 3rd rep as the last 2 quit).
The yearly goal setting for the branch is ridiculous. My branch met it's investment goal for 2013 and it was a pretty high goal, but we closed more investment business then the branch ever has. For meeting our goal management decided to more than double it for 2014. It is unrealistically high and I personally feel it was done more to ensure that I can't receive my bonus multiplier more so than be a fair measure for what the branches activities should be or realistic growth within the branch.
If an investment prospect I uncover, do the work for and close, is labeled in our private client group (regardless of if they never agreed to it, never spoke to private client rep, or even don't want to be in it), I can't and won't get paid on it as there is no way to remove the code in our computer system, no exception process to allow me to get paid and the PCG role and financial specialist role have a lot of overlap and essentially directly compete with each other. Sooner or later management will realize they don't need both roles.
Over reliance by management on customer survey results, customer service is important, but the questions can be confusing. If we get one bad score from an upset customer due to our computer system's inability to efficiently service our clients, but a dozen other perfect scores it shouldn't result in a conference call every Monday morning at 7 for the rest of the quarter.
The new CEO has admitted he is a "numbers guy." It's become apparent as PNC is trying to cut costs at every corner. I can agree fiscal responsibility is important to an extent, but it is starting to interfere with our ability to provide an exceptional customer experience. We can't replace a teller if they quit anymore, don't do any free checking products any longer, and we can't retain talent because we won't pay for experience and the raise structure is very flawed.
