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Role Description
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. A thorough approach is critical, as clients count on you to maintain complete and accurate records, review their requests, and provide documentation.
- Perform advanced customer service activities and initiatives for specialized products and services.
- Support a complex dedicated suite of products/services, servicing a sophisticated client base.
- Focus on problem resolution that occurs across multiple channels for customers.
- Deliver CARES model to customers and service partners.
- Receive, investigate, and respond to customer inquiries regarding complex products, services, and issues.
- Resolve customer service inquiries and issues, recommending appropriate solutions.
- Resolve the most complex or recurring issues, identifying root causes and acting as an escalation point.
- Maintain high levels of customer satisfaction consistent with PNC’s core values.
- Serve as a coach or mentor and may serve as a trainer to the customer service team.
- Document customer interactions and complete service requests to minimize customer effort.
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
Requirements
- Typically requires 3+ years experience.
- In lieu of a degree, a comparable combination of education, job specific certification(s), and experience may be considered.
Benefits
- Medical/prescription drug coverage (with a Health Savings Account feature)
- Dental and vision options
- Employee and spouse/child life insurance
- Short and long-term disability protection
- 401(k) with PNC match, pension and stock purchase plans
- Dependent care reimbursement account
- Back-up child/elder care
- Adoption, surrogacy, and doula reimbursement
- Educational assistance, including select programs fully paid
- A robust wellness program with financial incentives
- Maternity and/or parental leave
- Up to 11 paid holidays each year
- 8 occasional absence days each year
- Between 15 to 25 vacation days each year, depending on career level and years of service
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