Sales and Service Representative – Customer Care Center

• Handle customer inquiries, including filing disputes and assisting with online banking questions
• Perform customer service and sales support activities
• Transition service conversations into sales opportunities to increase customers’ share of wallet
• Handle inquiries and offer home secured lending products
• Support a complex dedicated suite of products/services and/or use an advanced process or tool for external customers
• Deliver the CARES model to customers and service partners
• Receive, investigate, and respond to customer service and sales inquiries through all customer service channels
• Refer applicable products and services and recommend appropriate solutions
• Follow defined treatments and use active listening to present alternative solutions
• Resolve customer service inquiries and issues while maintaining high customer satisfaction
• Resolve complex or recurring issues and identify root causes
• Document customer interactions and complete service requests thoroughly to minimize customer effort

• Typically requires 1+ years of related experience
• Related experience or product knowledge
• Comparable combination of education, job-specific certifications, and experience may be considered in lieu of a degree
• Dedicated, confidential home workspace with a closable door
• Cell phone, tablet, or smartwatch capable of downloading and running PingID
• High-speed internet with a direct wired connection to a cable or fiber modem and router
• Internet service capable of at least 20 Mbps download and upload speeds
• Wired connection in the room with the modem and router; wireless internet is not permitted/supported
• Ability to work a permanent or rotating weekend day
• Subject to additional background checks as required by Consumer Financial Protection Bureau regulations
• No employment visa sponsorship or STEM OPT
• Home Lending Designated Lender Certification - PNC Financial Services Group, Inc

Demonstrates expertise in customer service and sales support, effectively transitioning inquiries into sales opportunities while maintaining high customer satisfaction. Proficient in resolving complex issues and documenting customer interactions to enhance service efficiency.

• Customer Service Experience
• Sales Support Activities
• Home Lending Designated Lender Certification
• Active Listening Skills
• Product Knowledge

• Customer Inquiry Resolution
• Dispute Filing
• Sales Opportunity Identification
• Service Request Documentation
• Complex Issue Resolution

• High Customer Satisfaction
• Effective Communication
• Problem-Solving

• Home Lending Designated Lender Certification

• Consumer Financial Protection Bureau Regulations
• Online Banking
• Home Secured Lending Products

• PingID
• High-Speed Internet
• Tablet
• Smartwatch