Customer Service Representative-Credit Card

PNC•Home Location-PA (PAH01), PA

1d•$33,750 - $67,500•Remote

About The Position

At PNC, employees work together to provide customers with a positive experience in an inclusive workplace. The Customer Service Representative provides routine support to PNC Credit Card customers contacting the Customer Care Center with questions about products, online directions, and accounts. The representative communicates with customers and internal and external service partners to resolve issues, questions, and service requests. The role performs customer service activities for a broad range of products and services across multiple customer channels, delivering the CARES model. It receives, investigates, and responds to customer inquiries; resolves service issues and recommends solutions; refers complex or recurring matters; and documents interactions and completes service requests to minimize customer effort. Employees are expected to maintain customer satisfaction, demonstrate quality, focus on customer needs, and manage risk in accordance with PNC's Enterprise Risk Management Framework. This is a remote position, subject to approval and geographic eligibility. Approved employees must work from a quiet, secure, confidential home workspace; occasional in-office participation may be required based on business needs. The position offers shift ranges of 6:45 a.m.–5 p.m., 9 a.m.–7 p.m., 11 a.m.–10 p.m., or 1 p.m.–12 a.m. Eastern Time. All shifts include a permanent weekend day, with an exchange day off during the week. Virtual-work requirements include a dedicated, confidential workspace with a closable door; wired high-speed cable or fiber internet capable of at least 20 Mbps download and upload (wireless and several specified connection types are not supported); and a cell phone, tablet, or smart watch capable of running the PingID application. PNC does not provide employment visa sponsorship or participate in STEM OPT for this position.

Requirements

Typically less than one year of related experience; related experience or product knowledge may be needed 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.
Must provide a dedicated, confidential workspace with a door that can be closed for privacy when working virtually.
Must have wired cable or fiber internet with at least 20 Mbps download and upload speeds; wireless internet and DSL, satellite, dial-up, cellular, microwave, and Broadband Powerline connections are not supported.
Must possess a cell phone, tablet, or smart watch capable of downloading and running the PingID application.
Must be able to work a permanent weekend day as part of the assigned shift, with an exchange day off during the week.
Must be eligible to work in the position without employment visa sponsorship; PNC does not participate in STEM OPT.

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 communication, fraud detection and prevention, knowledge of a specific customer support function, managing multiple priorities, problem solving, knowledge of products and services, and technical aptitude.

Responsibilities

Provide routine support to PNC Credit Card customers contacting the Customer Care Center about products, online directions, and accounts.
Communicate with customers and internal and external service partners to resolve issues, questions, and service requests.
Perform customer service activities and initiatives for a broad range of products and services across multiple channels, delivering the 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, recommend appropriate solutions, and refer complex or recurring issues.
Maintain high levels of customer satisfaction and demonstrate commitment to quality in customer and service-partner interactions.
Document customer interactions and complete service requests to minimize customer effort or 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, with a Health Savings Account feature, subject to eligibility.
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 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, 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.
Between 15 and 25 vacation days each year, depending on career level and eligibility.
Incentive-eligible compensation based on company, business, and/or individual performance.