Escalations Representative - Treasury Management Card Technology

PNC•Pittsburgh, PA

1d•$41,250 - $82,500•Hybrid

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 Card Technology organization, you will be based anywhere within the PNC footprint. Candidates with prior card experience, excellent communication skills and strong technology problem solving skills are preferred. The schedule for this position is Monday - Friday 9:00 am - 6:00 pm (Eastern Time Zone). 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

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.
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
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.

Nice To Haves

Prior card experience
Excellent communication skills
Strong technology problem solving skills

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
a robust 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 to 25 vacation days each year, depending on career level; and years of service.