Escalations Representative Sr

PNC • Pittsburgh, PA

1d • $37,000 - $89,700 • 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 Escalations Representative Sr within PNC's Treasury Management organization, you will be based remotely. • Shift will be 11:00 AM - 8:00 PM EST • Treasury Management PINACLE experience strongly preferred. 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. Job Description Resolves complex escalated issues with a high customer and institutional impact that have reached an escalation point within the assigned business segments. May coach and mentor junior members of the Escalations team. 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, while taking into account regulatory, legal and investor requirements within the assigned business segments' customer channels. 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 segments. 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. PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be: Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions. Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.

Requirements

• Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role.
• Roles at this level typically require a university / college degree with < 1 year of professional experience and/or successful completion of a formal development program.
• 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

• Accountability
• Customer Complaint Resolution
• Customer-Support
• Data Entry
• Problem Resolution
• Technical Support
• Technical Troubleshooting
• Treasury Management PINACLE experience strongly preferred.

Responsibilities

• Resolves complex escalated issues with a high customer and institutional impact that have reached an escalation point within the assigned business segments.
• May coach and mentor junior members of the Escalations team.
• 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, while taking into account regulatory, legal and investor requirements within the assigned business segments' customer channels.
• 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 segments.
• 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