Customer Service Representative Senior- Lending Services

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 Lending Services Representative, will provide routine support to PNC customers regarding their personal lending products.

This may involve questions regarding home, personal or auto loans or assisting with payments. You will communicate directly with customers, as well as internal and external service partners to effectively resolve issues, questions, and service requests. You will have the opportunity to learn a variety of new lending specific systems that you will navigate to provide problem resolution to our customer needs.

Shifts available: 7:45am-5pm ET range, 9am-7pm ET range AND 11am-9pm ET range, with a rotating or permanent weekend shift.

• 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.
• Must possess a cell phone, tablet, or smart watch capable of downloading and running the PingID application.

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 advanced customer service activities and initiatives for a broad range of products, services and 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 more 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 through customer and service partner interactions. 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.

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, Customer Experience Management., Decision Making and Critical Thinking, Effective Communications, Fraud Detection and Prevention, Knowledge of a Specific Customer Support Function, Managing Multiple Priorities, Problem Solving,…