Position Overview

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 an Executive Client Relations Specialist within PNC's Office of the Customer organization, you may be based in a remote location.

The schedule for this position is Monday through Friday from 8:00am to 5:00pm EST.

**Prior Retail Support/Escalations experience is preferred for this opportunity**

Preferred experience in: Complaint resolutions, Client Facing experience, EDGE Complaint tool, Genesis, Spirit, Ultra, Verint, LIS.

• Resolve 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.

• Via the telephone, will have incoming and outgoing client interactions to address cases that have been entered into the complaint tool. During the conversations, the consultant will connect with the client to understand their concerns and to reassure that the appropriate steps will be taken to bring the issue to resolution.

• 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.

Job Description

• Resolves complex and high risk customer complaints and concerns that have reached the highest escalation point within the enterprise. Delivers CARES model to customers and service partners. Identifies and escalates situations with potential broad institutional risks and impacts.
• 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 through all customer and regulatory channels.
• Acts as the liaison and a final escalation point, supporting various lines of business and other escalation groups for the most complex complaints and concerns from across the enterprise. Establishes effective partnerships with internal and external stakeholders to facilitate complaint resolution. 
• Documents the problem resolution process thoroughly and accurately for each investigated complaint assigned to their workflow. Responds to escalated complaints via verbal responses and leverages written responses for more complex concerns. Accountable for mitigation of operational, financial, legal and reputational risk.
• Acts as a customer advocate in accordance with our Customer Advocacy Principles. Demonstrates commitment to quality. Identifies trends or situations with potential risk or negative customer experience implications and escalates to the proper channels for review or root cause analysis to aid in identify systemic product or process issues.

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 kn