[Remote] Customer Service & Support Representative Specialty Senior - Commercial Card Services

Note: The job is a remote job and is open to candidates in USA. PNC Bank NA is hiring a Customer Service & Support Representative Specialty Senior for its Commercial Card Services organization. The role provides advanced email and phone support to commercial card clients, investigates and resolves complex service issues, maintains accurate records, and coordinates with internal service partners.

Responsibilities

• 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

Skills

• Strong customer service skills
• Excellent communication (oral and written), listening, problem solving, diagnostic, and organizational skills
• Proficient with Microsoft Excel
• Associates or equivalent degree
• Related experience or product knowledge
• 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
• Associates
• PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position
• Client service and banking experience
• Accountability
• Continual Improvement Process
• Customer Interactions
• Customer Service
• Decision Making
• Relationship Building
• Results-Oriented
• Technical Support

Benefits

• 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.
• This role is incentive eligible with the payment based upon company, business and/or individual performance.
• Depending on your eligibility, options for full-time employees include: medical/prescription drug coverage (with a Health Savings Account feature)
• Depending on your eligibility, options for full-time employees include: dental and vision options
• Depending on your eligibility, options for full-time employees include: employee and spouse/child life insurance
• Depending on your eligibility, options for full-time employees include: short and long-term disability protection
• Depending on your eligibility, options for full-time employees include: 401(k) with PNC match
• Depending on your eligibility, options for full-time employees include: pension
• Depending on your eligibility, options for full-time employees include: stock purchase plans
• Depending on your eligibility, options for full-time employees include: dependent care reimbursement account
• Depending on your eligibility, options for full-time employees include: back-up child/elder care
• Depending on your eligibility, options for full-time employees include: adoption, surrogacy, and doula reimbursement
• Depending on your eligibility, options for full-time employees include: educational assistance, including select programs fully paid
• Depending on your eligibility, options for full-time employees include: a robust wellness program with financial incentives
• PNC generally provides the following paid time off, depending on your eligibility: maternity and/or parental leave
• PNC generally provides the following paid time off, depending on your eligibility: up to 11 paid holidays each year
• PNC generally provides the following paid time off, depending on your eligibility: 9 occasional absence days each year, unless otherwise required by law
• PNC generally provides the following paid time off, depending on your eligibility: between 15 to 25 vacation days each year, depending on career level and years of service

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