Customer Service Rep Senior - Lending Services

PNC is a leading financial institution committed to delivering exceptional customer experiences. They are seeking a Senior Customer Service Representative in Lending Services to support customers with personal lending products, resolving inquiries and issues while maintaining 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 information in creating customized customer solutions
• Assessing and effectively managing all of the risks associated with their business objectives and activities
• Ability to adhere to and support PNC's Enterprise Risk Management Framework
• Ability to provide routine support to PNC customers regarding their personal lending products
• Ability to communicate directly with customers, as well as internal and external service partners
• Ability to effectively resolve issues, questions, and service requests
• Ability to learn a variety of new lending specific systems
• Ability to document customer interactions and complete service requests
• Ability to maintain high levels of customer satisfaction consistent with PNC's core values
• Ability to serve as a coach or mentor and may serve as a trainer to the customer service team
• Ability to receive, investigate and respond to customer inquiries regarding complex products, services and issues via all channels
• Ability to resolve customer service inquiries and issues
• Ability to recommend appropriate solutions
• Ability to resolve more complex or reoccurring issues
• Ability to interact with higher levels within the customer organization
• Ability to demonstrate commitment to quality through customer and service partner interactions
• Accountability
• Continual Improvement Process
• Customer Interactions
• Customer Service
• Decision Making
• Relationship Building
• Results-Oriented
• Technical Support
• 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
• Products and Services
• Tech Savvy