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 Internal Support Specialist Senior within PNC's CCC, you will join the Retail Support Inbound Team and assist our CCC Reps who may be calling in for guidance and direction, P&P's, resources, etc. in addition to handling regular inbound CCC service calls. Candidates for this role will have CCC Core Service systems experience.

Variety of shifts available 11:00am-7:30pm ET through 12:30pm-9:00pm ET
• All shifts include either a permanent or rotating weekend day
• Weekend hours required 7:45-4:15pm ET or 8:30-5pm ET

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.

PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

Job Description

• Provides second line of support and leads problem solving and implementation efforts for customer problems. Specialty roles support a complex dedicated suite of products/services, service a sophisticated client base, and/or leverage an advanced process or tool to support PNC customers. Delivers CARES model to customers and service partners.
• Identifies complex problems, troubleshoots and provides advice and resolution to assist users. Provides coaching / mentoring assistance for Internal Support Specialists.
• Coordinates with other departments or functional areas and specialized units to resolve complex customer problems when necessary and escalate systemic issues.
• Analyzes and makes complex decisions on documentation against regulatory and legal requirements with potential significant financial impact to customer and organization. Provides guidance to internal partners by decisioning complex escalated customer inquiries concerning products or services.
• Reviews and maintains customer and account documentation.

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 certifications/licensures needed to be successful in this position.

Preferred Skills

Accountability, Customer Complaint Resolution, Customer-Support, Data Entry, Problem Resolution, Technical Support, Technical Troubleshooting

Competencies

Customer Experience Management., Customer Support Policies, Standards and Procedures, Decision Making and Critical Thinking, Effective Communications, Fraud Detection and Prevention, Interpersonal Relationships, Problem Solving, Products and Services, Tech Savvy

Work Experience

Roles at this level typically require an Associates or equivalent degree as well as related experience or product knowledge to accomplish primary duties. Ty