Sales and Service Representative - Customer Care Center

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. As a Sales & Service Representative within PNC's Customer Care Center organization, you handle customer inquiries such as filing disputes, assisting with online banking questions, and other various tasks. A majority of the calls are service related and we expand the conversation by presenting products and services that will grow their relationship with PNC. In some instances customers are inquiring on a specific product or service and we educate them on best options for their individual situation. Variety of shifts available between 10:00am - 9:00pm Eastern Time all include either a permanent or rotating weekend day. Weekend hours are 7:45am-5:00pm Eastern Time. Expectations in a Customer Care Center virtual workplace include: • Work Space – Must be able to provide a dedicated, confidential work space which includes a door that can be closed for privacy. • Must possess a cell phone, tablet, or smart watch capable of downloading and running the PingID application. • High speed internet – Must have a high-speed Internet service with a direct wired connection to a cable or fiber modem and router, capable of at least 20 mbps download and upload speeds. •Must have a wired connection in the room with the modem and router. Wireless internet is not permitted/supported. 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 Performs customer service and sales support activities and initiatives. Transitions service conversations to present sales opportunities to increase share of wallet to customers, handles inquiries, and offers home secured lending products. Supports a complex dedicated suite of products/services, and/or leverages an advanced process or tool to support external customers. Delivers CARES model to customers and service partners. Receives, investigates, and responds to customer service and sales inquiries regarding products, services and issues via all channels through which customers are served. Refers applicable products and services. Recommends appropriate solutions. Follows defined treatments and/or employs active listening skills to present alternative solutions. Resolves customer service inquiries and issues. Recommends appropriate solutions. Maintains high levels of customer satisfaction consistent with PNC's core values. Demonstrates commitment to quality. Resolves more complex or reoccurring issues where appropriate, and identifies root cause. Documents customer interactions and thoroughly 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

Must be able to provide a dedicated, confidential work space which includes a door that can be closed for privacy.
Must possess a cell phone, tablet, or smart watch capable of downloading and running the PingID application.
Must have a high-speed Internet service with a direct wired connection to a cable or fiber modem and router, capable of at least 20 mbps download and upload speeds.
Must have a wired connection in the room with the modem and router. Wireless internet is not permitted/supported.
Candidates being considered for this position will be subject to additional background checks as required by Consumer Financial Protection Bureau regulations.
This position is subject to the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA) and, for any registered role, the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and/or the Financial Industry Regulatory Authority (FINRA), which prohibit the hiring of individuals with certain criminal history.

Nice To Haves

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

Responsibilities

Performs customer service and sales support activities and initiatives.
Transitions service conversations to present sales opportunities to increase share of wallet to customers, handles inquiries, and offers home secured lending products.
Supports a complex dedicated suite of products/services, and/or leverages an advanced process or tool to support external customers.
Delivers CARES model to customers and service partners.
Receives, investigates, and responds to customer service and sales inquiries regarding products, services and issues via all channels through which customers are served.
Refers applicable products and services.
Recommends appropriate solutions.
Follows defined treatments and/or employs active listening skills to present alternative solutions.
Resolves customer service inquiries and issues.
Maintains high levels of customer satisfaction consistent with PNC's core values.
Demonstrates commitment to quality.
Resolves more complex or reoccurring issues where appropriate, and identifies root cause.
Documents customer interactions and thoroughly completes service requests to minimize customer effort or additional action.

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