Customer Service & Support Representative - Customer Care Center
Company: PNC Financial Services Group
Posted on: August 12, 2019
Position OverviewAt 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)
[position title] within PNC's Customer Care Center organization,
you will be based in Oshtemo, MI. (Kalamazoo)Job Description
- 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
- To learn more about this and other opportunities on our
team.Watch this video.
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 accuracy.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
point.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
decisions.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
Pursues opportunities for continuous learning to obtain knowledge
and build on ability to use technology tools, such as mobile tools
and digital wallets.Work ExperienceRoles at this level typically do
not require a university / college degree, however may require
related experience or product knowledge to accomplish primary
duties. Typically EducationNo Degree (Required)Disability
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 & Support Representative - Customer Care Center, Sales , Kalamazoo, Michigan
Didn't find what you're looking for? Search again!