Customer Service Representative Specialist Sr

PNC • Philadelphia, PA

273d • $31,000 - $67,600 • 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 Customer Service Representative Specialist Sr within PNC's Treasury Management Care Center organization, you will be based remotely. This is a remote position. Work may be performed from a quiet, confidential space in a home location, approved by PNC. This position may not be available in all geographic locations. Candidate will be located within Pacific Standard Time zone - Shift will be 8:30 AM - 5:00 PM PST / 11:30 AM - 8:00 PM EST - Bilingual (Spanish) speaking candidate strongly preferred. This position may not be available in all geographic locations.

Requirements

• Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role.
• Typically requires 3+ years experience.
• In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

Nice To Haves

• Bilingual (Spanish) speaking candidate strongly preferred.
• Accountability
• Continual Improvement Process
• Customer Interactions
• Customer Service
• Decision Making
• Relationship Building
• Results-Oriented
• Technical Support

Responsibilities

• Performs advanced customer service activities and initiatives for specialized products and services.
• 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 complex 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, and identifies root cause and acts as an escalation point.
• 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.
• 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
• Paid time off including maternity and/or parental leave, up to 11 paid holidays each year, 8 occasional absence days each year, and between 15 to 25 vacation days each year depending on career level and years of service.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Credit Intermediation and Related Activities
• Education Level: Associate degree