[Hiring] Merchant Services Client Solution Manager II @PNC

Role Description

As a Client Solution Manager II within PNC’s Corporate & Institutional Banking (C&IB) Merchant Services organization, you lead a team responsible for the day-to-day client experience and the long-term health of the portfolio. You are accountable for how your team delivers service, protects revenue, retains clients, and identifies growth opportunities across an assigned book of existing Merchant Services clients.

• Directs and manages all sales, service and execution support for new and ongoing complex C&IB client relationships.
• Monitors and oversees all activities involved with support of sales, service and execution.
• Recommends and implements improvements and connects strategy to business outcomes to drive desired client experience.
• Provides reports on performance to leadership.
• Participates in establishing and ensuring compliance with internal policies and procedures and risk controls.
• Manages client exceptions and highest level escalations.
• Manages and maintains relationships with internal/external service partners.
• Manages, aligns, and oversees the development of the C&IB Merchant Services Commercial Relationship Management team.

This role requires deep working knowledge of Merchant Services solutions and interchange economics. You guide your team in identifying interchange impacts, pricing considerations, and solution design opportunities that protect revenue, address client concerns, and support sustainable portfolio growth.

This position is focused on people leadership and operational execution, not individual client coverage. You translate strategy into action, monitor results, and intervene quickly when service quality, client satisfaction, revenue, or retention is at risk.

The Client Solution Manager II also serves as a trusted service partner and escalation point for clients, working closely with internal Operations, Technology, Risk, and Implementation teams to resolve complex Merchant Services issues, minimize disruption, and improve overall client satisfaction.

Qualifications

• Minimum of 5 years of Merchant Services experience.
• Strong background in client support, service delivery, or operations.
• Demonstrated knowledge of interchange, pricing structures, and Merchant Services solutions.
• Prior experience leading service teams, mentoring colleagues, and managing escalations within a Merchant Services environment is preferred.

Requirements

• Customer Focused: Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions.
• Managing Risk: Assessing and effectively managing all of the risks associated with their business objectives and activities.
• Include Intentionally: Cultivates diverse teams and inclusive workplaces to expand thinking.
• Live the Values: Role models our values with transparency and courage.
• Enable Change: Takes action to drive change and innovation that will transform our business.
• Achieve Results: Takes personal ownership to deliver results and empowers others in decision making.
• Develop the Best: Raises the bar with every talent decision and guides the achievement of all employees and customers.

Benefits

• Medical/prescription drug coverage (with a Health Savings Account feature).
• Dental and vision options.
• Employee and spouse/child life insurance.
• Short and long-term disability protection.
• 401(k) with PNC match, pension and stock purchase plans.
• Dependent care reimbursement account.
• Back-up child/elder care.
• Adoption, surrogacy, and doula reimbursement.
• Educational assistance, including select programs fully paid.
• A robust wellness program with financial incentives.
• Maternity and/or parental leave.
• Up to 11 paid holidays each year.
• 9 occasional absence days each year.
• Between 15 to 25 vacation days each year, depending on career level and years of service.