Position Overview

You can play a critical role in the success of PNC as a member of our Retail Bank Operations team. You’ll help drive crucial behind-the-scenes functions for many lines of business. This includes essential items such as managing the cash needs of our branch and ATM networks, protecting the bank from potential fraud, and identifying ways to continually improve our processes. If you’re ready for exciting new challenges in your career, bring your passion and expertise to PNC.

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 Customer Service Representative within Retail Bank Operations, you will be based remotely.

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.

Schedule - Monday - Friday 11:30am - 8:00pm EST, with at minimum one Saturday shift per month.

As a Customer Service Representative you will be responsible for taking incoming service partner, customer, and financial institution calls and answering inquiries regarding questions/escalated matters.

· Able to handle a fast paced call environment with a myriad of skillsets and systems
· Working as a team to overcome obstacles
· Decent knowledge of the banks background processes and their impacts
· Advanced customer service skills
· Reliable working internet and a backup location

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 a broad range of products, services and 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 more complex or reoccurring issues. 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 through customer and service partner interactions. 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.

Qualifications

Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position.

Preferred Skills

Accountability, Continual Improvement Process, Customer Interactions, Customer Service, Decision Making, Relationship Building, Results-Oriented, Technical Support