Customer Service & Support Representative - Customer Care Center Consumer Deposits

PNC•Home Location-PA (PAH01), PA

2d•$33,750 - $67,500

About The Position

At PNC, the Customer Service & Support Representative supports customers and service partners across a broad range of products and services. The role handles routine customer support, including questions about checking and savings accounts, disputes, overdrafts, and online banking password resets. Representatives may handle 60–100 inbound calls per shift and communicate with customers and internal and external service partners to resolve questions, issues, and service requests. The position receives, investigates, and responds to customer inquiries across the channels through which customers are served; resolves inquiries and issues, recommends appropriate solutions, and refers complex or recurring issues. It also requires documenting customer interactions and completing service requests to minimize customer effort, maintaining customer satisfaction, and delivering PNC’s CARES model. Available shifts are 7:45 a.m.–5:00 p.m. ET and 9:00 a.m.–7:00 p.m. ET, and all shifts include weekend hours. Remote work may be available in select geographic locations, subject to PNC approval. Approved remote work must be performed from a quiet, secure, confidential home workspace; occasional in-office participation may be required. Virtual-role requirements include a dedicated confidential workspace with a closable door and qualifying high-speed wired cable or fiber internet. 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 required to perform primary duties.
Demonstrate customer focus by treating customer needs and satisfaction as primary considerations and using that knowledge to create customized customer solutions.
Demonstrate the ability to assess and manage business risks in support of PNC’s Enterprise Risk Management Framework.
For a virtual role, provide a dedicated, confidential workspace with a door that can be closed for privacy.
For a virtual role, provide high-speed internet through a direct wired connection to a cable or fiber modem and router, capable of at least 20 Mbps download and upload. DSL, satellite, dial-up, cellular, microwave, Broadband Powerline, and other non-cable or non-fiber service are not supported; wireless internet is not permitted.
No degree is listed as required; a comparable combination of education, job-specific certifications, and experience, including military service, may be considered in lieu of a degree.
No required certifications, licenses, or language assessments.

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
Customer experience management
Critical thinking
Effective communications
Fraud detection and prevention
Knowledge of a specific customer support function
Managing multiple priorities
Problem solving
Knowledge of products and services
Tech savvy

Responsibilities

Handle routine customer support, including inquiries about checking and savings accounts, disputes, overdrafts, and online banking password resets.
Communicate with customers and internal and external service partners to resolve issues, questions, and service requests.
Receive, investigate, and respond to customer inquiries about products, services, and issues through customer service channels.
Resolve customer service inquiries and issues and recommend appropriate solutions.
Refer complex or recurring issues.
Maintain high levels of customer satisfaction consistent with PNC’s core values 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.
Deliver the CARES model to customers and service partners.
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
Between 15 and 25 vacation days each year, depending on career level and years of service