Licensed Customer Service & Support Specialist Supervisor - PNC Wealth Management

PNC is a leading financial services company focused on delivering exceptional customer experiences. They are seeking a Licensed Customer Service & Support Specialist Supervisor to lead a specialized team in a contact center environment, focusing on optimizing performance and managing customer experiences.

Responsibilities:

• Leads the day-to-day activities of a specialized team in a contact center or client service environment. Achieves specific outcomes and key indicators for their work group in order to optimize performance. Delivers CARES model to customers and service partners
• Collaborates with business partners to meet customer and employee needs in a responsive, efficient manner. Manages escalated issues and interacts with customers. Manages the customer experience process
• Ensures that reporting is accurate and completed in a timely manner. Conducts problem solving locally to own to issues and share when appropriate continuous improvement opportunities to the team. May help manage workforce functions of the group
• Accountable for the performance of the customer support team. Review team behaviors and identifies trends to drive employee engagement and outcomes
• Inspires, motivates, grows and develops customer service staff. Leads change efforts and owns all outcomes. Effectively plans, organizes, directs, analyzes and evaluates staff and processes

Requirements:

• 3+ years of industry-relevant experience
• 2 years of previous managerial experience in an operations or production environment
• FINRA Series 7 and 63 (or 65,66) required
• Accountability
• Continual Improvement Process
• Customer Interactions
• Customer Service
• Decision Making
• Relationship Building
• Results-Oriented
• Technical Support
• FINRA Series 24 (or 9,10) preferred