Cust Serv Rep Spec - PNCI

About the position

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(n) [position title] within PNC's [name of division] organization, you will be based in [city/state location of position]. Job Description Performs specialized customer service activities and initiatives. 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 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. 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. Documents customer interactions and completes service requests to minimize customer effort or additional action.

Responsibilities

• Performs specialized customer service activities and initiatives.
• Supports a complex dedicated suite of products/services.
• Services a sophisticated client base.
• Leverages an advanced process or tool to support internal and external customers.
• Focus on problem resolution that occurs across multiple channels for customers.
• Delivers CARES model to customers and service partners.
• Receives, investigates and responds to customer inquiries regarding products, services and issues.
• Resolves customer service inquiries and issues.
• Recommends appropriate solutions.
• Resolves the most 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.
• Documents customer interactions and completes service requests.

Requirements

• 1+ years of related experience.
• Knowledge of customer service practices.
• Ability to assess and manage risks associated with business objectives.

Nice-to-haves

• 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
• Robust wellness program with financial incentives
• Maternity and/or parental leave
• Up to 11 paid holidays each year
• 8 occasional absence days each year
• 15 to 25 vacation days each year, depending on career level and years of service