Escalations Representative, Retail Support Research

PNC

1d • 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 an Escalations Representative within PNC's Customer Care Centers organization you will support the Research function for the Retail Escalations group. You will be based remotely in Texas. Consultants will work independently as a client advocate to serve as a single point of contact to research and resolve escalated complaints. Time management and organizational skills are essential in this fast-paced role which requires customer contact through both incoming and outgoing calls. Preferred Experience: Experience working in a Care Center environment Experience working in Escalations Schedule Monday-Friday 11:30:am-8:00pm ET, with rotating a Saturday 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

• Accountability
• Customer Complaint Resolution
• Customer-Support
• Data Entry
• Problem Resolution
• Technical Support
• Technical Troubleshooting
• Conflict Management
• Customer Experience Management.
• Customer Interaction
• Decision Making and Critical Thinking
• Effective Communications
• Flexibility and Adaptability
• Fraud Detection and Prevention
• Interpersonal Relationships
• Managing Multiple Priorities
• Problem Solving
• Products and Services
• Tech Savvy
• 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.
• Associates

Nice To Haves

• Experience working in a Care Center environment
• Experience working in Escalations

Responsibilities

• Resolves complex escalated issues with a high customer and institutional impact that have reached an escalation point within assigned business segments.
• Balances customer and service partner demands received from multiple channels in an accelerated and challenging environment.
• Delivers CARES model to customers and service partners.
• Researches, analyzes, owns and coordinates the resolution with appropriate business leaders for complex escalated customer complaints in accordance with regulatory and investor requirements through all customer channels of the assigned business segment.
• Documents the problem resolution process for each investigated complaint assigned to their workflow.
• Responds to escalated issues via verbal responses and may leverage written responses for more complex issues.
• Acts as a point person/subject matter expert for any escalated issues from the assigned business segment.
• Facilitates problem resolution with internal and external stakeholders.
• Acts as a customer advocate in accordance with our Customer Advocacy Principles.
• Demonstrates commitment to quality.
• Identifies trends negatively impacting customer experience and escalates to the proper channels for root cause analysis.

Benefits

• PNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include: 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. In addition, PNC generally provides the following paid time off, depending on your eligibility: 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. To learn more about these and other programs, including benefits for full time and part-time employees, visit pncthrive.com.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree