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 Escalations Representative Sr. within PNC's Commercial Card Services organization, you will be based anywhere in PNC's footprint.

This role supports Commercial Card Services by managing client escalations with a high level of professionalism, accountability, and responsiveness. The ideal candidate should have experience working directly with clients, take full ownership of issues from start to finish, and leverage strong communication and solid Excel skills to drive timely, accurate resolutions.

 

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

• Resolves complex escalated issues with a high customer and institutional impact that have reached an escalation point within the assigned business segments. May coach and mentor junior members of the Escalations team. Balances customer and service partner demands received from multiple channels in an accelerated and challenging environment. 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 assigned 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 assigned 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.

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, Customer Complaint Resolution, Customer-Support, Data Entry, Problem Resolution, Technical Support, Technical Troubleshooting

Competencies

Conflict Management, Customer Experience Management., Decision Making and Critical Thinking, Effective Communications, Flexibility and Adaptability, Fraud Detection and Prevention, Interpersonal Relationships, Problem Solving, Products and Services, Tech Savvy

Work Experience<