PNC · 8 hours ago

Customer Service Representative Senior--Retail Bank Operations

United States

Full-time

Remote

Mid, Senior Level

$19K/yr - $68K/yr

1+ years exp

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Responsibilities

Performs advanced customer service activities and initiatives for a broad range of products, services and 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 more complex or reoccurring issues. May interact with higher levels within the customer organization.

Maintains high levels of customer satisfaction consistent with PNC's core values. Demonstrates commitment to quality through customer and service partner interactions. Serves as a coach or mentor and may serve as a trainer to the customer service team.

Documents customer interactions and completes service requests to minimize customer effort or additional action.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Fraud DetectionTechnical SupportManaging Multiple PrioritiesContinual Improvement ProcessCustomer Experience ManagementCustomer Support FunctionEffective CommunicationsRelationship Building

Required

1+ years of related experience

Ability to help answer BOSC related questions in chat

Ability to lead team huddles or solution sessions

Ability to mentor new hires

Performs advanced customer service activities and initiatives for a broad range of products, services and problem resolution that occurs across multiple channels for our customers

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 more complex or reoccurring issues

Maintains high levels of customer satisfaction consistent with PNC's core values

Demonstrates commitment to quality through customer and service partner interactions

Serves as a coach or mentor and may serve as a trainer to the customer service team

Documents customer interactions and completes service requests to minimize customer effort or additional action

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