Customer Service Representative Specialist - PNC Wealth Management

PNC is a company that values its people as its greatest differentiator and competitive advantage. The Customer Service Representative Specialist role involves performing specialized customer service activities, supporting a sophisticated client base, and ensuring high levels of customer satisfaction.

Responsibilities:

• 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

Requirements:

• 1+ years of related experience
• Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions
• Ability to leverage information in creating customized customer solutions
• Assessing and effectively managing all of the risks associated with business objectives and activities
• Commitment to quality
• Ability to document customer interactions and complete service requests to minimize customer effort or additional action
• Spanish language preferred, not required
• Accountability
• Continual Improvement Process
• Customer Interactions
• Customer Service
• Decision Making
• Relationship Building
• Results-Oriented
• Technical Support