Sales & Service Representative - Customer Care Center

PNC•Home Location-PA (PAH01), PA

2d•$33,750 - $67,500•Remote

About The Position

At PNC, employees work together to deliver a strong customer experience in an inclusive workplace. The Sales & Service Representative works in PNC’s Customer Care Center, handling customer inquiries such as disputes, online banking questions, and other service requests. Most calls are service-related; representatives also introduce relevant products and services to grow customer relationships and help customers choose options suited to their situation. The role supports a complex suite of products and services, including home-secured lending products, and delivers the CARES model to customers and service partners. The role may be eligible for remote work in select geographic locations, subject to PNC approval. Approved remote work must be performed in a quiet, secure, confidential home workspace, and occasional in-office participation may be required. The virtual work setup requires a dedicated private workspace with a closable door, a device capable of running PingID, and high-speed wired internet through a cable or fiber modem and router with at least 20 Mbps upload and download speeds. Wireless internet is not supported. Available shifts fall between 9:30 a.m. and 9:00 p.m. Eastern Time. Each shift includes either a permanent or rotating weekend day, with an exchange day off during the week. Weekend hours are 7:45 a.m. to 5:00 p.m. Eastern Time. PNC does not provide employment visa sponsorship or participate in STEM OPT for this position.

Requirements

Typically requires at least 1 year of related experience; related product knowledge may be needed to perform the primary duties.
A university or college degree, high school diploma, or GED is typically not required; a comparable combination of education, job-specific certifications, and experience, including military service, may be considered in lieu of a degree.
Demonstrate customer focus and the ability to use customer needs and satisfaction as primary considerations in business decisions and create customized customer solutions.
Demonstrate accuracy and attention to detail, effective communication, problem solving, fraud detection and prevention, managing multiple priorities, product and service knowledge, selling ability, and technical savvy.
Provide a dedicated, confidential workspace with a door that can be closed if working remotely.
Have a cell phone, tablet, or smart watch capable of downloading and running the PingID application if working remotely.
Have wired cable or fiber internet with at least 20 Mbps download and upload speeds; wireless internet is not supported.
Candidates considered for the role are subject to additional background checks required by Consumer Financial Protection Bureau regulations.
PNC does not provide employment visa sponsorship or participate in STEM OPT for this position.

Nice To Haves

Preferred skills include accountability, continual improvement, customer interactions, customer service, decision making, relationship building, results orientation, and technical support.

Responsibilities

Receive, investigate, and respond to customer service and sales inquiries about products, services, and issues through customer service channels.
Handle customer requests such as filing disputes and answering online banking questions.
Transition service conversations into relevant sales opportunities to increase customers’ share of wallet.
Present and refer applicable products and services, including home-secured lending products.
Recommend appropriate solutions, following defined treatments and using active listening to present alternatives when appropriate.
Resolve customer service inquiries and issues while maintaining customer satisfaction and demonstrating commitment to quality.
Resolve complex or recurring issues when appropriate and identify root causes.
Document customer interactions and complete service requests thoroughly to minimize customer effort and follow-up.
Manage risks associated with business objectives and activities in accordance with PNC’s Enterprise Risk Management Framework.

Benefits

Medical and prescription drug coverage, with a Health Savings Account feature, for eligible employees.
Dental and vision coverage 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 and back-up child or elder care.
Adoption, surrogacy, and doula reimbursement.
Educational assistance, including select fully paid programs.
Wellness program with financial incentives.
Maternity and/or parental leave, depending on eligibility.
Up to 11 paid holidays each year, depending on eligibility.
Nine occasional absence days each year, unless otherwise required by law, depending on eligibility.
15 to 25 vacation days each year depending on career level and years of service, subject to eligibility.
Incentive compensation based on company, business, and/or individual performance.