Customer Service Rep Senior - Lending Services

PNC is a company that values its employees and fosters an inclusive workplace culture. The Lending Services Representative role involves providing support to customers regarding personal lending products and resolving inquiries through effective communication and problem-solving.

Responsibilities:

• Performs advanced customer service activities and initiatives for a broad range of products, services and 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 more 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 through customer and service partner interactions. 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:

• 1+ years of related experience
• Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions
• Ability to leverage customer information in creating customized customer solutions
• Assessing and effectively managing all of the risks associated with business objectives and activities
• Ability to adhere to and support PNC's Enterprise Risk Management Framework
• High speed internet service with a direct wired connection to a cable or fiber modem and router, capable of at least 20 mbps download and upload speeds
• Must possess a cell phone, tablet, or smart watch capable of downloading and running the PingID application
• Dedicated and confidential work space which includes a door that can be closed for privacy
• Accountability
• Continual Improvement Process
• Customer Interactions
• Customer Service
• Decision Making
• Relationship Building
• Results-Oriented
• Technical Support