Customer Service Representative Specialist Sr - Treasury Management Care Center

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. 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 Customer Service Representative Specialist Sr within PNC's Treasury Management Care Center organization, you will be based remotely.

This is a remote position.
Candidate will be located within Pacific Standard Time zone
Shift will be 8:00 AM – 5:00 PM PST / 11:00 AM – 8:00 PM EST
Bilingual in Spanish strongly preferred

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.

Job Description    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 organization.
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 team.
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.
Qualifications   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.
Preferred Skills   Accountability, Continual Improvement Process, Customer Interactions, Customer Service, Decision Making, Relationship Building, Results-Oriented, Technical Support
Competencies   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 Savvy
Work Experience   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…