Customer Service Representative Specialty - Business Banking

Business Banking Service Representative

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. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company's success. As a Business Banking Service Representative within PNC's Care Center organization, you will assist PNC's business customers.

On a daily basis, you will field 50-60 inbound phone calls to provide first call resolution for client concerns, technology support and general inquiries regarding business or consumer accounts. You will support deposit, lending, and credit card products. Successful candidates should have current PNC Care Center experience.

Shifts:

A variety of shifts available between: 8:00 AM - 9:00 PM EST (M-F) including weekends requirements. Employees must provide the following additional requirements for success in a virtual role:

• Work Space – A dedicated and confidential work space which includes a door that can be closed for privacy.
• High speed internet – High speed internet service with a direct wired connection to a cable or fiber modem and router, capable of at least 20 mbps download and upload speeds. This connection must not be DSL, Satellite, dial up, Cellular, Microwave, Broadband Powerline (BPL). You must have wired connection in the room with the modem and router. Wireless internet is not permitted/supported.

This position may be eligible for remote work in select geographic locations, subject to approval by PNC. If approved, work must be conducted from a quiet, secure, and confidential home-based workspace. Occasional in-office participation may be required based on business needs. PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

Performs specialized customer service activities and initiatives. 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 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. May interact with higher levels within the customer organization.

Maintains high levels of customer satisfaction consistent with PNC's core values. Demonstrates commitment to quality.

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.

Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position.

Accountability, Continual Improvement Process, Customer Interactions, Customer Service, Decision Making, Relationship Building, Results-Oriented, Technical Support

Accuracy and Attention to Detail, Client Relationship Management, Customer Experience Management., Decision Making and Critical Thinking, Effective Communications, Fraud Detection and Prevention, Managing Multiple Priorities, Problem Solving, Products and Services, Tech…