Customer Service Rep Senior - Lending Services

PNC•Home Location-PA (PAH01), PA

3d•$33,750 - $67,500•Remote

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 Lending Services Representative, will provide routine support to PNC customers regarding their personal lending products. This may involve questions regarding home, personal or auto loans or assisting with payments. You will communicate directly with customers, as well as internal and external service partners to effectively resolve issues, questions, and service requests. You will have the opportunity to learn a variety of new lending specific systems that you will navigate to provide problem resolution to our customer needs. Shifts available: 9am-7pm ET range AND 11am-9pm ET range, with a rotating or permanent weekend shift. Employees must provide the following additional requirements for success in a virtual role: • Work Space – A dedicated and confidential work space which includes a door that can be closed for privacy. • High speed internet – High speed internet service with a direct wired connection to a cable or fiber modem and router, capable of at least 20 mbps download and upload speeds. This connection must not be DSL, Satellite, dial up, Cellular, Microwave, Broadband Powerline (BPL). You must have wired connection in the room with the modem and router. Wireless internet is not permitted/supported. • Must possess a cell phone, tablet, or smart watch capable of downloading and running the PingID application. This position may be eligible for remote work in select geographic locations, subject to approval by PNC. If approved, work must be conducted from a quiet, secure, and confidential home-based workspace. Occasional in-office participation may be required based on business needs. PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

Requirements

Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.
Roles at this level typically do not require a university / college degree, high school diploma or GED, but do require related experience or product knowledge to accomplish primary duties.
Typically requires 1+ years of related 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)
Must possess a cell phone, tablet, or smart watch capable of downloading and running the PingID application.
High speed internet service with a direct wired connection to a cable or fiber modem and router, capable of at least 20 mbps download and upload speeds. This connection must not be DSL, Satellite, dial up, Cellular, Microwave, Broadband Powerline (BPL). You must have wired connection in the room with the modem and router. Wireless internet is not permitted/supported.
A dedicated and confidential work space which includes a door that can be closed for privacy.

Nice To Haves

Accountability
Continual Improvement Process
Customer Interactions
Customer Service
Decision Making
Relationship Building
Results-Oriented
Technical Support
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
Products and Services
Tech Savvy

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.

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; and years of service.