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 Treasury Management Commercial Card Services organization, you will be based anywhere within PNC's West region.

Within PNC's Commercial Card Services department in Treasury Management, you will enjoy a high-level of customer contact with a dedicated portfolio of commercial card clients via email and phone filled with both routine and unexpected challenges in a remote environment. No two days will be alike, though there will be predictable rhythms to your weeks and months. Thoroughness is critical as clients count on you to maintain complete and accurate records, review their requests, provide documentation or technical support. Your responsiveness and relationship skills will also be important, as you work with internal PNC service partners to ensure accurate and timely hand-offs. This remote position calls for the ability to solve complex and sometimes sensitive issues.

Primary contact with your dedicated portfolio of commercial card clients is through email and phone support.

The successful candidate will have the following qualifications:
- Client service and banking experience preferred (minimum 2+ years).
- Strong customer service skills (minimum 3+ years)
- Website navigational skills.
- Strong technology problem solving skills
- Excellent communication (oral and written), listening, problem solving, diagnostic, and organizational skills.
- Proficient with Microsoft Excel.

*The schedule for this position is Monday – Friday from 8:00 am – 5:00 pm (Pacific Time).

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