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 Representative, you could field 60-100 inbound calls per shift and will provide routine support to PNC customers. This may involve questions regarding checking/savings accounts, disputes, overdrafts, or online banking passwords resets. You will communicate directly with customers, as well as internal and external service partners to effectively resolve issues, questions, and service requests. 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.

Employees must provide the following additional requirements for success in a virtual role:
• Work Space – A dedicated and confidential work space which includes a door that can be closed for privacy.
• Phone line – A dedicated phone line, solely for the use of customer call routing; line must not have voicemail/answering machine, call waiting/forwarding or other add-on features. A Voice over IP phone/internet “bundle” is recommended.
• High speed internet – High speed internet service with a direct wired connection to a cable or fiber modem and router, capable of at least 20 mbps download and upload speeds. This connection must not be DSL, Satellite, dial up, Cellular, Microwave, Broadband Powerline (BPL). You must have wired connection in the room with the modem and router. Wireless internet is not permitted/supported.
•Must possess a cell phone, tablet, or smart watch capable of downloading and running the PingID application.

Job Description

• Performs customer service activities and initiatives for a broad range of products, services and 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 products, services and issues via all channels through which customers are served.
• Resolves customer service inquiries and issues. Recommends appropriate solutions. Refers complex or reoccurring issues.
• Maintains high levels of customer satisfaction consistent with PNC's core values. Demonstrates commitment to quality through customer and service partner interactions.
• 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.

• To learn more about this and other opportunities on our team.Watch this video.

Qualifications

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