Licensed Customer Service Representative - PNC Wealth Management

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. 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. This role reports into the Internal Services Group (ISG) within the PNC Investment Center. ISG is a multi-functioning support center that is available to PNC Wealth Management's clients and provides a service experience that builds brand loyalty and enhances the overall client relationship. ISG also supports our advisors in navigating the firm’s various policies and procedures, while acting as a liaison to our back-office departments to process business requests as effectively and efficiently as possible. The ISG team offers roles with and without FINRA licenses, and the path to obtain FINRA licenses to grow your career in the PNC Wealth Management organization. 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. PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position. Job Description Performs advanced customer service activities and initiatives for specialized products and services. Supports a complex dedicated suite of products/services, services a sophisticated client base, and/or leverages an advanced process or tool to support internal and external customers. Focus on problem resolution that occurs across multiple channels for our customers. Delivers CARES model to customers and service partners. Receives, investigates and responds to customer inquiries regarding complex products, services and issues via all channels through which customers are served. Resolves customer service inquiries and issues. Recommends appropriate solutions. Resolves the most complex or reoccurring issues, and identifies root cause and acts as an escalation point. May interact with higher levels within the customer organization. Maintains high levels of customer satisfaction consistent with PNC's core values. Demonstrates commitment to quality. Serves as a coach or mentor and may serve as a trainer to the customer service team. Documents customer interactions and completes service requests to minimize customer effort or additional action. 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 an Associates or equivalent degree as well as related experience or product knowledge to accomplish primary duties.
Typically requires 3+ years experience.
In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.
FINRA Series 7 and 63 (or 66) required.

Nice To Haves

Accountability
Continual Improvement Process
Customer Interactions
Customer Service
Decision Making
Relationship Building
Results-Oriented
Technical Support
Accuracy and Attention to Detail
Client Relationship Management
Customer Experience Management.
Decision Making and Critical Thinking
Effective Communications
Fraud Detection and Prevention
Managing Multiple Priorities
Problem Solving
Products and Services
Tech Savvy

Responsibilities

Performs advanced customer service activities and initiatives for specialized products and services.
Supports a complex dedicated suite of products/services, services a sophisticated client base, and/or leverages an advanced process or tool to support internal and external customers.
Focus on problem resolution that occurs across multiple channels for our customers.
Delivers CARES model to customers and service partners.
Receives, investigates and responds to customer inquiries regarding complex products, services and issues via all channels through which customers are served.
Resolves customer service inquiries and issues.
Recommends appropriate solutions.
Resolves the most complex or reoccurring issues, and identifies root cause and acts as an escalation point.
May interact with higher levels within the customer organization.
Maintains high levels of customer satisfaction consistent with PNC's core values.
Demonstrates commitment to quality.
Serves as a coach or mentor and may serve as a trainer to the customer service team.
Documents customer interactions and completes service requests to minimize customer effort or additional action.

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 Your PNC Total Rewards.

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