Customer Service Representative Specialty Sr

PNC is a company that values its people as its greatest differentiator and competitive advantage. They are seeking a Senior Customer Service Representative Specialist to perform advanced customer service activities for specialized products and services, 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
• Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role
• 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
• 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