Customer Service Representative Specialist Sr

PNC is a company that values its employees as its greatest differentiator and competitive advantage. They are seeking a Senior Customer Service Representative Specialist to provide advanced customer service for specialized products and services within their Treasury Management organization, focusing on problem resolution and maintaining high levels of 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:

• Treasury Management experience strongly preferred
• Bilingual (Spanish) speaking candidate strongly preferred
• 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
• Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role
• Accountability
• Continual Improvement Process
• Customer Interactions
• Customer Service
• Decision Making
• Relationship Building
• Results-Oriented
• Technical Support
• 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