Customer Service Rep Senior - Lending Services

PNC is a leading financial services company dedicated to delivering the best experience for its customers. The Lending Services Representative will provide routine support to customers regarding personal lending products, resolve issues, and maintain high levels of customer satisfaction.

Responsibilities:

• 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

Requirements:

• 1+ years of related experience
• Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions
• Ability to leverage customer information in creating customized customer solutions
• Assessing and effectively managing all of the risks associated with business objectives and activities
• Demonstrates commitment to quality through customer and service partner interactions
• Ability to document customer interactions and complete service requests to minimize customer effort
• Ability to communicate directly with customers and internal/external service partners to effectively resolve issues
• Accountability
• Continual Improvement Process
• Customer Interactions
• Customer Service
• Decision Making
• Relationship Building
• Results-Oriented
• Technical Support