Escalations Representative - Treasury Management Care Center

PNC • Philadelphia, PA

280d • $34,000 - $82,550 • 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 Treasury Management Care Center organization, you will be based anywhere within PNC's footprint. As part of the Treasury Management Care Center Live Message (LM) support team, most of your time will be assisting clients in that channel. Occasional phone or email support may be required. Live message agents will move from task to task, working more than one LM case at a time and responding to client inquiries within our Service Level Agreement (SLA). This candidate will need excellent written communication skills and have familiarity with using resources such as Edge Knowledge Management and Seismic and will work closely with their Live Message team to resolve complex issues. Treasury Management experience is strongly preferred. This is a remote position. Work may be performed from a quiet, confidential space in a home location, approved by PNC. This position may not be available in all geographic locations.

Requirements

• 4+ years of related business or functional experience.
• Associates or equivalent degree or a comparable combination of education, job specific certification(s), and experience.
• Excellent written communication skills.
• Familiarity with using resources such as Edge Knowledge Management and Seismic.

Nice To Haves

• Treasury Management experience.
• Technical Support and Troubleshooting skills.
• Customer Complaint Resolution experience.

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

• 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
• Robust wellness program with financial incentives
• Paid time off including maternity and/or parental leave, up to 11 paid holidays each year, 8 occasional absence days each year, and between 15 to 25 vacation days each year depending on career level and years of service.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Credit Intermediation and Related Activities
• Education Level: Associate degree