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 a Customer Service & Support Representative Specialty Senior within PNC's Commercial Card Services organization, you will be based anywhere within the PNC footprint.

You will enjoy a high level of customer contact via email and phone, filled with both routine and unexpected challenges. No two days will be alike, though there will be predictable rhythms to your weeks and months. A thorough approach is critical, as clients count on you to maintain complete and accurate records, review their requests, and provide documentation. 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 clients is through email and phone support, based on staffing needs. Formal work hours will be 9:30 am - 6:00 pm EST, Monday through Friday.

The successful candidate will have the following qualifications:
- Client service and banking experience preferred
- Strong customer service skills
- Excellent communication (oral and written), listening, problem solving,
diagnostic, and organizational skills
- Proficient with Microsoft Excel

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.

Job Description

• Performs advanced customer service activities and initiatives for specialized products and services. Supports a complex dedicated suite of products/services, services a sophisticated client base, and/or leverages an advanced process or tool to support internal and external customers. Focus on 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 the most complex or reoccurring issues, and identifies root cause and acts as an escalation point. 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. 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