Customer Service & Support Representative Specialty Senior
Company: PNC Financial Services Group
Posted on: January 16, 2022
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. We work together each day to
foster an inclusive workplace culture where all of our employees
feel respected, valued and have an opportunity to contribute to the
company's success. As a Customer Service & Support Representative
Specialty Senior within PNC's Retail Banking Operations
organization, you will be based remotely within PNC's
The schedule for this position is Monday through Friday from
11:30am to 8pm Eastern time.
Performs advanced customer service activities and initiatives for
specialized products and services. Supports a complex dedicated
suite of products/services, services a sophisticated client base,
and/or leverages an advanced process or tool to support internal
and external customers. Focus on problem resolution that occurs
across multiple channels for our customers. Delivers CARES model to
customers and service partners.
Receives, investigates and responds to customer inquiries regarding
complex products, services and issues via all channels through
which customers are served.
Resolves customer service inquiries and issues. Recommends
appropriate solutions. Resolves the most complex or reoccurring
issues, and identifies root cause and acts as an escalation point.
May interact with higher levels within the customer
Maintains high levels of customer satisfaction consistent with
PNC's core values. Demonstrates commitment to quality. Serves as a
coach or mentor and may serve as a trainer to the customer service
Documents customer interactions and completes service requests to
minimize customer effort or additional action.
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
Accuracy and Attention to Detail - Understanding of the necessity
and value of accuracy and attention to detail; ability to process
information with high levels of accuracy.
Client Relationship Management - Knowledge and ability to determine
and satisfy client needs and maintain a partnering relationship
during engagements; includes influencing, communicating,
presenting, facilitating, managing and developing others.
Customer Experience Management. - Implements the strategies and
techniques used to ensure that customers have a positive experience
with the organization and its products and services at every touch
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
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.
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.
Products and Services - Knowledge of major products and services
and product and service groups; ability to apply this knowledge
appropriately to diverse situations.
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.
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.
Additional Job Description
PNC offers employees a comprehensive range of benefits to help meet
your needs now and in the future. Depending on your eligibility,
options for full-time employees include 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; maternity and parental leave; paid
holidays, vacation days and occasional absence time; 401(k),
pension and stock purchase plans; dependent care reimbursement
account; back-up child/elder care; adoption assistance; educational
assistance and a robust wellness program with financial incentives.
To learn more about these and other programs, including benefits
for part-time employees, visit pncbenefits.com > New to PNC
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
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.
Refer to the California Consumer Privacy Act Privacy Notice to gain
understanding of how PNC may use or disclose your personal
information in our hiring practices.
Keywords: PNC Financial Services Group, Harrisburg , Customer Service & Support Representative Specialty Senior, Hospitality & Tourism , Harrisburg, Pennsylvania
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