PNC · 2 weeks ago

Escalations Representative - Commercial Card Services

ZZ - Remote Location

Full-time

Remote

Mid Level

$34K/yr - $83K/yr

4+ years exp

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Responsibilities

Resolves complex escalated issues with a high customer and institutional impact that have reached an escalation point within assigned business segments. Balances customer and service partner demands received from multiple channels in an accelerated and challenging environment. Delivers CARES model to customers and service partners.

Researches, analyzes, owns and coordinates the resolution with appropriate business leaders for complex escalated customer complaints in accordance with regulatory and investor requirements through all customer channels of the assigned business segment.

Documents the problem resolution process for each investigated complaint assigned to their workflow. Responds to escalated issues via verbal responses and may leverage written responses for more complex issues.

Acts as a point person/subject matter expert for any escalated issues from the assigned business segment. Facilitates problem resolution with internal and external stakeholders.

Acts as a customer advocate in accordance with our Customer Advocacy Principles. Demonstrates commitment to quality. Identifies trends negatively impacting customer experience and escalates to the proper channels for root cause analysis.

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.

Technical SupportData EntryCustomer Complaint ResolutionTechnical TroubleshootingInterpersonal RelationshipsManaging Multiple PrioritiesFraud DetectionPreventionCustomer Experience ManagementConflict ManagementEffective Communications

Required

Client service and banking experience preferred (minimum 2+ years).

Strong customer service skills (minimum 3+ years).

Excellent communication (oral and written), listening, problem solving, diagnostic, and organizational skills.

Proficient with Microsoft Excel.

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 4+ years of related business or functional experience.

In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.