Customer Care Center Representative - Evening Shift

PNC•Home Location-PA (PAH01), PA

2d•$33,750 - $67,500

About The Position

At PNC, employees work together to deliver a strong customer experience and contribute to an inclusive workplace. The Customer Care Center Representative provides routine support to PNC customers, handling approximately 60–100 inbound calls per shift. Calls may concern checking and savings accounts, disputes, overdrafts, or online banking password resets. The representative communicates with customers and internal and external service partners to resolve issues, answer questions, and fulfill service requests. The available shift is 3:30 p.m.–12:00 a.m. ET, Monday through Friday. The position may be eligible for remote work in select geographic locations, subject to PNC approval. Approved remote work must take place in a quiet, secure, confidential home workspace; occasional in-office participation may be required. Remote employees must have a dedicated workspace with a closable door and qualifying high-speed wired cable or fiber internet. PNC does not provide employment visa sponsorship or participate in STEM OPT for this position. The role handles customer service activities and problem resolution across a broad range of products, services, and customer service channels, using PNC's CARES model. It receives, investigates, and responds to customer inquiries; resolves issues and recommends solutions; refers complex or recurring issues; and documents interactions and completes service requests to minimize customer effort. The representative is expected to maintain customer satisfaction, demonstrate quality in customer and service-partner interactions, focus on customer needs, and manage risks in accordance with PNC's Enterprise Risk Management Framework. The position typically does not require a university or college degree, high school diploma, or GED, though related experience or product knowledge may be needed. Roles at this level typically require less than one year of related experience. A comparable combination of education, job-specific certifications, and experience, including military service, may be considered in lieu of a degree. No certification, license, or language assessment is required. The base salary range is $33,750–$67,500. The role is incentive eligible, with payment based on company, business, and/or individual performance. Salary may vary by geographic location, market data, and individual skills, experience, and education. The opening was generally expected to be posted for two business days beginning 10/27/2026, with the possibility of a longer posting period at PNC's discretion.

Requirements

Typically less than one year of related experience; related experience or product knowledge may be required to accomplish primary duties.
A comparable combination of education, job-specific certifications, and experience, including military service, may be considered in lieu of a degree.
For an approved virtual work arrangement, maintain a dedicated, confidential workspace with a door that can be closed.
For an approved virtual work arrangement, have high-speed wired internet through a cable or fiber modem and router, capable of at least 20 Mbps download and upload; wireless and specified non-cable/fiber connection types are not supported.
Must be able to work the available shift of 3:30 p.m.–12:00 a.m. ET, Monday through Friday.
No required certification, license, or language assessment.
PNC does not provide employment visa sponsorship or participate in STEM OPT for this position.

Nice To Haves

Preferred skills include accountability, continual improvement process, customer interactions, customer service, decision making, relationship building, results orientation, and technical support.
Relevant competencies include accuracy and attention to detail, customer experience management, decision making and critical thinking, effective communications, fraud detection and prevention, knowledge of a specific customer support function, managing multiple priorities, problem solving, knowledge of products and services, and tech savvy.

Responsibilities

Provide routine support to PNC customers, handling inbound calls about matters such as checking and savings accounts, disputes, overdrafts, and online banking password resets.
Communicate with customers and internal and external service partners to resolve issues, answer questions, and fulfill service requests.
Perform customer service activities and problem resolution across a broad range of products, services, and customer service channels, delivering PNC's CARES model.
Receive, investigate, and respond to customer inquiries about products, services, and issues through the channels used to serve customers.
Resolve customer service inquiries and issues and recommend appropriate solutions.
Refer complex or recurring issues.
Maintain high levels of customer satisfaction consistent with PNC's core values and demonstrate commitment to quality in interactions with customers and service partners.
Document customer interactions and complete service requests to minimize customer effort or the need for additional action.
Focus on customer needs and satisfaction when making business decisions and creating customized customer solutions.
Assess and manage risks associated with business objectives and activities in alignment with PNC's Enterprise Risk Management Framework.

Benefits

Medical and prescription drug coverage, with a Health Savings Account feature, subject to eligibility.
Dental and vision options, subject to eligibility.
Employee and spouse/child life insurance, subject to eligibility.
Short- and long-term disability protection, subject to eligibility.
401(k) with PNC match, subject to eligibility.
Pension and stock purchase plans, subject to eligibility.
Dependent care reimbursement account, subject to eligibility.
Back-up child and elder care, subject to eligibility.
Adoption, surrogacy, and doula reimbursement, subject to eligibility.
Educational assistance, including select programs that are fully paid, subject to eligibility.
Wellness program with financial incentives, subject to eligibility.
Maternity and/or parental leave, depending on eligibility.
Up to 11 paid holidays each year, depending on eligibility.
Nine occasional absence days each year, unless otherwise required by law, depending on eligibility.
15 to 25 vacation days each year depending on career level and years of service, subject to eligibility.
Incentive pay based on company, business, and/or individual performance.