Customer Service & Support Supervisor - Concierge

PNC is a leading financial services company that values its employees as its greatest asset. The Concierge Customer Service & Support Supervisor is responsible for leading a high-performing team to deliver exceptional client service to high-value clients while managing performance and operational execution.

Responsibilities:

• Leads the day-to-day activities of a specialized team in a client service environment that performs elevated, personalized client service activities, acts as an escalation point and subject matter resource, and actively coaches and mentors the client service and support team
• Proactively problem solves and owns, escalates and shares issues when appropriate in support of continuous improvement
• Consistently achieves elevated outcomes and key performance indicators for their work group in order to deepen relationships and retain mass affluent clients
• Delivers PNC's standard of service to clients and service partners
• Accountable for the performance of the client support team
• Regularly reviews team behaviors and identifies trends to drive employee engagement and improved performance outcomes
• Ensures that reporting is accurate and completed in a timely manner
• Proactively collaborates with business partners to meet client and employee needs in a responsive, efficient manner
• Manages escalated issues and interacts with clients
• Manages and owns the end-to-end client experience journey
• Identifies trends and common client experience breakdowns and performance gaps and remediates in order to elevate the client experience
• Partner with workforce management partners to drive operational efficiency
• Inspires, motivates, grows and develops client service staff
• Leads change efforts and owns all outcomes
• Effectively plans, organizes, directs, analyzes and evaluates staff and processes

Requirements:

• Previous experience in banking
• Leadership experience
• Experience supporting high net worth clients
• Demonstrated experience with exceeding client satisfaction metrics
• Driving operational excellence
• University / college degree
• 3+ years of industry-relevant experience
• 2 years of previous managerial experience in an operations or production environment
• Bachelors (Required)
• Accuracy and Attention to Detail
• Client Relationship Management
• Customer Experience Management
• Decision Making and Critical Thinking
• Effective Communications
• Managing Multiple Priorities
• Problem Solving
• Process Management
• Products and Services
• Tech Savvy