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 Concierge Customer Service & Support Supervisor provides day‑to‑day leadership for a high‑performing concierge team delivering white‑glove service to high‑value and complex client segments. This role balances people leadership, performance management, and operational execution while ensuring exceptional client experiences and strong risk discipline.

Successful candidates should have previous experience in banking, leadership, and supporting high net worth clients. Demonstrated experience with exceeding client satisfaction metrics and driving operational excellence is preferred.

Available shift is 12:30-9:00pm ET Monday - Thursday, Every Sunday 8:00am -5:00pm ET

 

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

• Leads the day-to-day activities of a specialized team in a client service environment that performs elevated, personalized client service activities, acts as an escalation point and subject matter resource, and actively coaches and mentors the client service and support team.  Proactively problem solves and owns, escalates and shares issues when appropriate in support of continuous improvement. Consistently achieves elevated outcomes and key performance indicators for their work group in order to deepen relationships and retain mass affluent clients. Delivers PNC's standard of service to clients and service partners.
• Accountable for the performance of the client support team. Regularly reviews team behaviors and identifies trends to drive employee engagement and improved performance outcomes. Ensures that reporting is accurate and completed in a timely manner.
• Proactively collaborates with business partners to meet client and employee needs in a responsive, efficient manner. Manages escalated issues and interacts with clients. Manages and owns the end-to-end client experience journey. Identifies trends and common client experience breakdowns and performance gaps and remediates in order to elevate the client experience. Partner with workforce management partners to drive operational efficiency.
• Inspires, motivates, grows and develops client 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