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.

The Licensed Customer Service & Support Specialist Supervisor role within PNC Investments, supports and directs a team in PNC's Investment Center Organization as a phone-based sales and service within our fast-paced Investment Center. You and your team will support branch partners from your assigned offices who refer clients seeking advice and guidance. You and your team provide a service experience that builds brand loyalty and enhances the overall client relationship. You and your team may support our advisors in navigating the firm’s various policies and procedures, while acting as a liaison to our back-office departments to process business requests as effectively and efficiently as possible.

Job Description

• Leads the day-to-day activities of a specialized team in a contact center or client service environment. Achieves specific outcomes and key indicators for their work group in order to optimize performance. Delivers CARES model to customers and service partners.
• Collaborates with business partners to meet customer and employee needs in a responsive, efficient manner. Manages escalated issues and interacts with customers. Manages the customer experience process.
• Ensures that reporting is accurate and completed in a timely manner. Conducts problem solving locally to own to issues and share when appropriate continuous improvement opportunities to the team. May help manage workforce functions of the group.
• Accountable for the performance of the customer support team. Review team behaviors and identifies trends to drive employee engagement and outcomes.
• Inspires, motivates, grows and develops customer service staff. Leads change efforts and owns all outcomes. Effectively plans, organizes, directs, analyzes and evaluates staff and processes.

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.

PNC also has fundamental expectations of our people managers. As a manager of talent in PNC, you will be expected to:

• Include Intentionally - Cultivates diverse teams and inclusive workplaces to expand thinking.
• Live the Values - Role models our values with transparency and courage.
• Enable Change - Takes action to drive change and innovation that will transform our business.
• Achieve Results - Takes personal ownership to deliver results. Empowers and trusts others in decision making.
• Develop the Best - Raises the bar with every talent decision and guides the achievement of all employees and customers.

Qualifications

Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required