About this role
Role Overview
- 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.
- 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
- FINRA Series 7 and 63 (or 66) required
- Associates or equivalent degree as well as related experience or product knowledge to accomplish primary duties.
- In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.
Benefits
- medical/prescription drug coverage (with a Health Savings Account feature)
- dental and vision options
- employee and spouse/child life insurance
- short and long-term disability protection
- 401(k) with PNC match
- pension and stock purchase plans
- dependent care reimbursement account
- back-up child/elder care
- adoption, surrogacy, and doula reimbursement
- educational assistance, including select programs fully paid
- a robust wellness program with financial incentives
- maternity and/or parental leave
- up to 11 paid holidays each year
- 9 occasional absence days each year, unless otherwise required by law
- between 15 to 25 vacation days each year, depending on career level; and years of service