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Customer Service & Support Representative - Customer Care Center

Company: PNC Financial Services Group
Location: Kalamazoo
Posted on: June 14, 2019

Job Description:

Position Title

Customer Service & Support Representative - Customer Care Center

31-May-2019

Auto req ID

313924BR

HR Job Code

100986 Cust Serv Rep-CCC

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.


    Position City

    MI - Kalamazoo

    Line of Business

    Retail Banking - Other

    Job Type

    Regular

    Job Status

    Part Time

    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

    Location(s)

    MI - Kalamazoo

    Job Preview

    To learn more about this and other opportunities on our team watch this video.

    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. TypicallyCustomer Experience Management. - Basic Experience

    • 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 point.

      Tech Savvy - Working Experience

      • 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.

        Products and Services - Working Experience

        • Knowledge of major products and services and product and service groups; ability to apply this knowledge appropriately to diverse situations.

          Effective Communications - Working 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 - Working 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 - Working Experience

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

                Knowledge of a Specific Customer Support Function - Basic Experience

                • Knowledge of and ability to assist customers with a specific type of support.

                  Decision Making and Critical Thinking - Basic Experience

                  • Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately, and reach productive decisions.

                    Fraud Detection and Prevention - Basic Experience

                    • Knowledge of and ability to utilize processes, tools, and techniques for detecting, addressing and preventing fraudulent situations.

                      Problem Solving - Working 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.


                        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.


                            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(n) Customer Service & Support Representative - Customer Care Center Part-Time within PNC's Customer Care Center organization, you will be based in Kalamazoo, MI.

Keywords: PNC Financial Services Group, Kalamazoo , Customer Service & Support Representative - Customer Care Center, Sales , Kalamazoo, Michigan

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