PNC · 10 hours ago
Customer Service Representative Specialist Senior
United States
Full-time
Remote
Mid, Senior Level
$31K/yr - $68K/yr
3+ years expPNC is a leading financial services institution that values its employees as a competitive advantage. The Customer Service Representative Specialist Senior role involves providing advanced customer service for specialized products and services, resolving complex inquiries, and maintaining high customer satisfaction levels while serving as a mentor to the team.
BankingFinanceFinancial Services
No H1B
Responsibilities
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 organization
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 team
Documents customer interactions and completes service requests to minimize customer effort or additional action
Qualification
Required
Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role
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, job specific certification(s), and experience (including military service) may be considered
No Required Certification(s)
No Required License(s)
Accuracy and Attention to Detail
Client Relationship Management
Customer Experience Management
Decision Making and Critical Thinking
Effective Communications
Fraud Detection and Prevention
Managing Multiple Priorities
Problem Solving
Products and Services
Tech Savvy
Preferred
Bilingual (Spanish) speaking candidate strongly preferred
Accountability
Continual Improvement Process
Customer Interactions
Customer Service
Decision Making
Relationship Building
Results-Oriented
Technical Support
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, unless otherwise required by law
Between 15 to 25 vacation days each year, depending on career level
Company
PNC
PNC is a financial service company providing bank deposits products and services to its community.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
unknown1975-11-17IPO
Leadership Team
Keith Hayes
SVP, PNC Aviation Finance
M
Michael Gaber
Senior Vice President - Originations
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