Customer Service Representative Specialty - Business Banking

PNC•Pittsburgh, PA

1d•$33,750 - $67,500•Hybrid

About The Position

At PNC, employees work together to deliver a strong customer experience and contribute to an inclusive workplace. As a Business Banking Service Representative in PNC's Care Center organization, you will assist business customers by handling 50–60 inbound calls daily. You will seek first-call resolution for customer concerns, provide technology support, and answer general inquiries about business or consumer accounts. The role supports deposit, lending, and credit card products. Current PNC Care Center experience is expected for successful candidates. The position performs specialized customer service activities and initiatives for a complex suite of products and services, a sophisticated client base, and/or advanced processes or tools. It resolves customer issues across multiple channels and delivers PNC's CARES model to customers and service partners. The representative receives, investigates, and responds to inquiries; recommends solutions; resolves complex or recurring issues; documents interactions; and completes service requests to minimize customer effort. Maintaining customer satisfaction, quality, customer focus, and sound risk management are important aspects of the role. A variety of shifts are available between 8:30 AM and 9:00 PM Eastern Time, Monday through Friday, with weekend requirements. The role may be eligible for remote work in select geographic locations, subject to PNC approval. Approved remote work must be performed from a quiet, secure, confidential home workspace with a closable door and qualifying wired high-speed internet; wireless internet is not supported. Occasional in-office participation may be required based on business needs. PNC will not sponsor employment visas or participate in STEM OPT for this position.

Requirements

Current PNC Care Center experience.
Typically requires at least 1 year of related experience; related experience or product knowledge is needed to perform the primary duties.
For an approved virtual work arrangement, provide a dedicated, confidential workspace with a door that can be closed.
For an approved virtual work arrangement, provide wired cable or fiber internet with at least 20 Mbps download and upload speeds; DSL, satellite, dial-up, cellular, microwave, broadband powerline, and wireless internet are not supported.
Demonstrate customer focus and the ability to create solutions tailored to customer needs.
Demonstrate the ability to assess and manage risk in support of PNC's Enterprise Risk Management Framework.

Nice To Haves

Accountability
Continual improvement process
Customer interactions
Customer service
Decision making
Relationship building
Results-oriented approach
Technical support
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
Knowledge of products and services
Tech savvy

Responsibilities

Handle approximately 50–60 inbound calls per day from PNC business customers.
Provide first-call resolution for customer concerns, technology support, and general account inquiries.
Support deposit, lending, and credit card products.
Receive, investigate, and respond to customer inquiries about products, services, and issues through the channels available to customers.
Resolve customer service inquiries and issues, recommend appropriate solutions, and address complex or recurring issues.
Maintain high customer satisfaction and demonstrate commitment to quality and PNC's core values.
Document customer interactions and complete service requests to minimize customer effort and the need for additional action.
Assess and manage risks associated with business objectives and activities in accordance with PNC's Enterprise Risk Management Framework.

Benefits

Medical and prescription drug coverage, including 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 plan
Stock purchase plans
Dependent care reimbursement account
Back-up child and elder care
Adoption, surrogacy, and doula reimbursement
Educational assistance, including select fully paid programs
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
15 to 25 vacation days each year, depending on career level and years of service
Performance-based incentive eligibility