Key skills
Client Relationship ManagementCustomer Experience ManagementTechnical SupportFraud Detection and PreventionRisk ManagementProduct KnowledgeManaging Multiple PrioritiesAccuracy and Attention to DetailDecision Making
About this role
PNC is a company that values its people as its greatest differentiator and competitive advantage. They are seeking a Customer Service Representative Specialist to deliver exceptional service, resolve complex issues, and support a diverse client base in their Wealth Management organization.
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 their business objectives and activities
- Demonstrates commitment to quality
- Maintains high levels of customer satisfaction consistent with PNC's core values
- Receives, investigates and responds to customer inquiries regarding products, services and issues via all channels
- Resolves customer service inquiries and issues
- Recommends appropriate solutions
- Documents customer interactions and completes service requests to minimize customer effort or additional action
- Accountability
- Continual Improvement Process
- Customer Interactions
- Customer Service
- Decision Making
- Relationship Building
- Results-Oriented
- Technical Support