Cust Serv Rep Spec

PNC | Pittsburgh, PA

Posted Date 12/02/2019
Description At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. Within PNC’s Commercial Card Services department in Treasury Management, you will be based in either Pittsburgh, PA at the Firstside Center or at the Whitehall Service Center in Columbus, OH.

You will enjoy a high-level of customer contact via email and phone filled with both routine and unexpected challenges. No two days will be alike, though there will be predictable rhythms to your weeks and months. Thoroughness is critical, as clients count on you to maintain complete and accurate records, review their requests, or provide documentation. Your responsiveness and relationship skills will also be important, as you work with internal PNC service partners to ensure accurate and timely hand-offs. The position calls for the ability to solve complex and sometimes sensitive issues.

The successful candidate will have the following qualifications:
- Client service and banking experience preferred
- Strong customer service skills
- Excellent communication (oral and written), listening, problem solving, diagnostic, and organizational skills
- Proficient with Microsoft Excel


Schedule: Monday – Friday, rotating shift monthly of 8:15am – 5:00pm and 9:15am – 6:00pm. Will also be a back-up for vacation time for our second shift rep as needed (Monday – Friday, 12:30pm – 9:00pm)

Job Description

  • Performs specialized customer service activities and initiatives. 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 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. 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.
  • Documents customer interactions and completes service requests to minimize customer effort or additional action.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

  • Customer Focused - 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.
  • Managing Risk - 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.

Competencies

Accuracy and Attention to Detail – Understanding of the necessity and value of accuracy and attention to detail; ability to process information with high levels of accuracy.Client Relationship Management – Knowledge and ability to determine and satisfy client needs and maintain a partnering relationship during engagements; includes influencing, communicating, presenting, facilitating, managing and developing others.Customer Experience Management. – Implements the strategies and techniques used to ensure that customers have a positive experience with the organization and its products and services at every touch point.Decision Making and Critical Thinking – Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately, and reach productive decisions.Effective Communications – Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.Fraud Detection and Prevention – Knowledge of and ability to utilize processes, tools, and techniques for detecting, addressing and preventing fraudulent situations.Managing Multiple Priorities – Ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.Problem Solving – Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply this knowledge appropriately to diverse situations.Products and Services – Knowledge of major products and services and product and service groups; ability to apply this knowledge appropriately to diverse situations.Tech Savvy – Advise, educate and engage clients on a variety of technological tools and resources allowing them to explore solutions to achieve their goals and financial well being.

Work Experience

Roles at this level typically do not require a university / college degree, high school diploma or GED, but do require related experience or product knowledge to accomplish primary duties. Typically requires 1+ years of related experience. In lieu of a degree, a comparable combination of education and experience (including military service) may be considered.

Education

No Degree

Disability Accommodations Statement:


The PNC workplace is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the PNC Careers website or submission process, please call 877-968-7762 and select Option 4: Recruiting or contact us via email at pathfinder@pnc.com.

The Human Resources Service Center hours of operation are Monday - Friday 9:00 AM to 5:00 PM ET.

Equal Employment Opportunity (EEO):


PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.

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