Customer Service Representative Specialist Sr - Treasury Management Care Center

PNC is a financial services company that values its people as its greatest differentiator. The Customer Service Representative Specialist Sr role involves providing advanced customer service for specialized products and services, resolving complex inquiries, and maintaining high customer satisfaction.

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

Requirements:

• 3+ years experience
• Associates or equivalent degree
• 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
• Commitment to quality
• Ability to serve as a coach or mentor
• Ability to document customer interactions and complete service requests
• Accuracy and Attention to Detail
• Client Relationship Management
• Customer Experience Management
• Decision Making and Critical Thinking
• Effective Communications
• Fraud Detection and Prevention
• Managing Multiple Priorities
• Problem Solving
• Products and Services
• Tech Savvy
• Bilingual in Spanish preferred
• Accountability
• Continual Improvement Process
• Customer Interactions
• Customer Service
• Decision Making
• Relationship Building
• Results-Oriented
• Technical Support