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Consumer Support Associate

Company: PNC Financial Services Group
Location: Kalamazoo
Posted on: September 12, 2018

Job Description:

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. As a Consumer Support Associate within PNC's Operations - Retail Lending Services organization, you will be based in Kalamazoo, MI.

Job Profile


  • Ensures effective collection of an assigned group of delinquent accounts to minimize losses to the bank. Provides excellent customer service and helps to counsel customers regarding credit issues as necessary.
  • Uses an online collections system to accurately document customer account information and contact customers for repayment.
  • Supports members of the collections group with collection tracking and reporting.
  • Educates customers on financial alternatives and the ramifications of their actions through counseling practices.
  • Maintains and develops knowledge of current regulatory and compliance environment. Adheres to all policies and procedures at all times.


    Core CompetenciesManages Risk - Basic Experience

    • Assesses and effectively manages all of the risks associated with their business objectives and activities to ensure activities are in alignment with the bank's and unit's risk appetite and risk management framework.

      Customer Focus - Basic Experience

      • Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions, and ability to leverage that information in creating customized customer solutions.


        Job Specific CompetenciesFlexibility and Adaptability - Basic Experience

        • Knowledge of successful approaches, tools, and techniques for dealing with changes and adapting to a changing environment; ability to adapt as needed.

          Conflict Management - Basic Experience

          • Understanding of how to anticipate, recognize, and deal effectively with existing or potential conflicts at the individual, group, or situation level; ability to apply this understanding appropriately to diverse situations.

            Problem Solving - Basic Experience

            • Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply this knowledge appropriately to diverse situations.

              Effective Communications - Basic Experience

              • Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

                Managing Multiple Priorities - Basic Experience

                • Ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.

                  Accuracy and Attention to Detail - Basic Experience

                  • Understanding of the necessity and value of accuracy and attention to detail; ability to process information with high levels of accuracy.

                    Regulatory Environment - Financial Services - Basic Experience

                    • Knowledge of and ability to help an organization adapt to applicable federal, state, local, and company-specific regulations, policies, and guidelines affecting business practices.

                      Collection Management - Basic Experience

                      • Knowledge of and ability to develop collection strategies in all areas of collection and credit/financial reporting for an organization.

                        Customer Interaction - Working Experience

                        • Knowledge of and ability to utilize practices, tools, and techniques for communicating with a customer.

                          KNOWLEDGE OF PRODUCT LINE - Basic Experience

                          • Knowledge of methodologies, tools and techniques for specific products; ability to develop product line processes and strategies.


                            Preferences/Skills

                            Customer service

                            Communication

                            Willingness to learn

                            Problem-solving

                            Interpersonal skills

                            Required Education and Experience

                            Roles at this level typically do not require a university / college degree, however may require related experience or product knowledge to accomplish primary duties. Typically

                            EEO Statement

                            PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law

                            Keywords: PNC Financial Services Group, Kalamazoo , Consumer Support Associate, Other , Kalamazoo, Michigan

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