Key skills
CommunicationDecision MakingCritical Thinking
About this role
Role Overview
- Resolves complex escalated issues with a high customer and institutional impact
- Balances customer and service partner demands received from multiple channels
- Delivers CARES model to customers and service partners
- Researches, analyzes, owns and coordinates the resolution for complex escalated customer complaints
- Documents the problem resolution process for each investigated complaint
- Responds to escalated issues via verbal responses
- Acts as a point person/subject matter expert for any escalated issues
- Facilitates problem resolution with internal and external stakeholders
- Acts as a customer advocate based on Customer Advocacy Principles
- Identifies trends negatively impacting customer experience and escalates for root cause analysis
Requirements
- Candidates with prior card experience
- Excellent communication skills
- Strong technology problem-solving skills
- Accountability
- Customer Complaint Resolution
- Customer Support
- Data Entry
- Problem Resolution
- Technical Support
- Technical Troubleshooting
- Conflict Management
- Customer Experience Management
- Customer Interaction
- Decision Making and Critical Thinking
- Effective Communications
- Flexibility and Adaptability
- Fraud Detection and Prevention
- Interpersonal Relationships
- Managing Multiple Priorities
- 4+ years of related business or functional experience
- Associate degree or equivalent
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