Customer Service Representative - Concierge
About The Position
As a Customer Service Representative within PNC's Customer Care Center organization, you will support Concierge Services and provide personalized service to Mass Affluent clients. In this role, you will deliver a high-touch client experience across multiple communication channels, owning client interactions from start to finish while identifying solutions and resolving complex service needs. Successful candidates are client-focused, organized, and skilled communicators who thrive in a fast-paced environment. You will build strong client relationships, anticipate needs, and deliver exceptional service that enhances the overall client experience. Variety of shifts available between 8:30am-9:00pm ET including weekend requirements. 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
- Competencies: 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
- Work Experience: 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.
Responsibilities
- Performs elevated, personalized client service activities and initiatives for a broad range of products, services and owns and resolves problems while being the point of contact for clients.
- Delivers PNC's standard of service to clients and service partners.
- Trained and knowledgeable across multiple products and services to be able to receive, investigate and proactively identify and resolve complex client inquiries regarding products, services and issues derived from all channels through which clients are served. Primarily interacts with affluent clients including clients that may have multiple products included in their PNC relationship.
- Consistently maintains the highest levels of client satisfaction consistent with PNC's core values.
- Demonstrates commitment to quality through client and service partner interactions.
- Documents and reviews client interactions, researches and resolves problems, and proactively completes service requests to minimize client effort or additional action.
- Works with the client across multiple channels including but not limited to inbound, outbound and written communications.
- 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.
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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
