Customer Service Representative Specialty Sr - Treasury Management Card Technology

PNC is seeking a Customer Service Representative Specialty Sr to support its Treasury Management Card Technology organization. The role provides advanced customer service for specialized products, resolves complex inquiries across multiple channels, identifies root causes, coaches team members, and maintains 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:

• Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions
• Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework
• 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
• Roles at this level typically require an Associates or equivalent degree as well as related experience or product knowledge to accomplish primary duties
• 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
• No Required Certification(s)
• No Required License(s)
• Candidates with prior card experience, excellent communication skills and strong technology problem solving skills are preferred
• Accountability
• Continual Improvement Process
• Customer Interactions
• Customer Service
• Decision Making
• Relationship Building
• Results-Oriented
• Technical Support