Customer Service Representative -Video Banking Consultant
Company: PNC Financial Services Group
Posted on: January 15, 2020
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. Were looking for career
minded, tech-savvy individuals to join our Video Banking Consultant
(Video Banker) Team.
The primary role of a Video Banker is to engage customers via
virtual technologies to effectively deliver financial solutions.
Essential responsibilities and tasks for the Video Banker role
include: supporting inquiries, servicing accounts, conducting cash
withdrawals, transferring funds, completing cash and check payments
or deposits, and validating receipts with check image. Video
Bankers must be able to work independently and with minimal
management oversight or supervision.
Successful Video Bankers consistently interact with customers on
camera, in a professional and friendly manner that aligns with PNCs
performance and quality standards. The ability to be self-motivated
and self-sufficient in order to execute decisions quickly and
independently in alignment with PNCs risk and compliance policies
are also critical. Other desired skills include, but are not
limited to: fraud detection and prevention, strong attention to
detail, the ability to read and comprehend procedural and policy
based documents, and effective problem-solving. Experience and
proficiency with communication via virtual technology (Skype,
FaceTime, and/or Video Conference) is also preferred.
Job Profile---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.CompetenciesAccuracy and Attention to Detail
Understanding of the necessity and value of accuracy and attention
to detail; ability to process information with high levels of
Customer Experience Management Implements the strategies and
techniques used to ensure that customers have a positive experience
with the organization and its products and services at every touch
Decision Making and Critical Thinking Understanding of the issues
related to the decision-making process; ability to analyze
situations fully and accurately, and reach productive
Effective Communications 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.
Fraud Detection and Prevention Knowledge of and ability to utilize
processes, tools, and techniques for detecting, addressing and
preventing fraudulent situations.
Knowledge of a Specific Customer Support Function Knowledge of and
ability to assist customers with a specific type of support.
Managing Multiple Priorities Ability to manage multiple concurrent
objectives, projects, groups, or activities, making effective
judgments as to prioritizing and time allocation.
Problem Solving Knowledge of approaches, tools, techniques for
recognizing, anticipating, and resolving organizational,
operational or process problems; ability to apply this knowledge
appropriately to diverse situations.
Products and Services Knowledge of major products and services and
product and service groups; ability to apply this knowledge
appropriately to diverse situations.
Tech Savvy Advise, educate and engage clients on a variety of
technological tools and resources allowing them to explore
solutions to achieve their goals and financial well being.
Disability Accommodations Statement
The PNC workplace is inclusive and supportive of individual needs.
If you have a physical or other impairment that might require an
accommodation, including technical assistance with the PNC Careers
website or submission process, please call 877-968-7762 and select
Option 4: Recruiting or contact us via email at
The Human Resources Service Center hours of operation are Monday -
Friday 9:00 AM to 5:00 PM ET.
Equal Employment Opportunity (EEO)
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 , Customer Service Representative -Video Banking Consultant, Sales , Kalamazoo, Michigan
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