Customer Service & Support Representative Specialty Sr (GOV)
Company: PNC Financial Services Group
Posted on: August 17, 2019
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 Customer Service &
Support Representative Specialty Sr within PNC's C&IB Treasury
Management Client Care organization, you will be based in
- Performs advanced customer service activities and initiatives
for specialized products and services. Supports a complex dedicated
suite of products/services, services a sophisticated client base,
and/or leverages an advanced process or tool to support internal
and external customers. Focus on 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 complex products, services and issues via all channels
through which customers are served.
- Resolves customer service inquiries and issues. Recommends
appropriate solutions. Resolves the most complex or reoccurring
issues, and identifies root cause and acts as an escalation point.
May interact with higher levels within the customer
- Maintains high levels of customer satisfaction consistent with
PNC's core values. Demonstrates commitment to quality. Serves as a
coach or mentor and may serve as a trainer to the customer service
- 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
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.
Client Relationship Management Knowledge and ability to determine
and satisfy client needs and maintain a partnering relationship
during engagements; includes influencing, communicating,
presenting, facilitating, managing and developing others.
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.
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.
Pursues opportunities for continuous learning to obtain knowledge
and build on ability to use technology tools, such as mobile tools
and digital wallets.
Roles at this level typically require an Associates or equivalent
degree as well as related experience or product knowledge to
accomplish primary duties. Typically requires 3+ years experience.
In lieu of a degree, a comparable combination of education and
experience (including military service) may be considered.
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 & Support Representative Specialty Sr (GOV), Sales , Kalamazoo, Michigan
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