Licensed Escalations Representative Senior - PNC Wealth Management
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 Licensed Escalations Representative Senior within PNC's Wealth Management organization, you will be remote. 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
- Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role.
- FINRA Series 7 & 63 required
- 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.
Nice To Haves
- Accountability
- Customer Complaint Resolution
- Customer Support
- Data Entry
- Problem Resolution
- Technical Support
- Technical Troubleshooting
Responsibilities
- Resolves complex escalated issues with a high customer and institutional impact that have reached an escalation point within the Retail business segments.
- Actively coaches and mentors for the escalation team.
- 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 Retail 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 Retail 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
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
