Customer Service Representative Lead

ZZ - Remote Location

Full time

R238981

** 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 Lead within PNC's Treasury Management Care Center organization, you will be based remotely.

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, acts as an escalation point and subject matter resource, actively coaches and mentors the customer service and support team. 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. Document customer interactions and completes service requests. Recommends appropriate solutions. Resolves more complex or reoccurring issues, identifies root cause and acts as an escalation point. Interacts with higher levels within the customer organization.

+ Maintains high levels of customer satisfaction consistent with PNC's core values. Collaborates with service partners on more complex issues.

+ Provides recommendations around employee performance to management. May coordinate workflow and schedules and assists in the administration of the team.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

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** 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.

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** 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, Coaching Others, 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 of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

** Education*
* Associates

** Certifications*
* No Required Certification(s)

** Licenses*
* No Required License(s)

** Language Assessments*
* No Required or…