Customer Service Representative Specialist Sr - Treasury Management Care Center

PNC Bank NA is a financial services company focused on delivering excellent customer experiences. The Customer Service Representative Specialist Sr role within the Treasury Management Care Center involves advanced customer service activities for specialized products, resolving complex inquiries, and mentoring team members. The position supports sophisticated clients and emphasizes problem resolution across multiple channels.

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:

• 3+ years experience in customer service or related field
• Associates or equivalent degree
• Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions
• Ability to assess and effectively manage all of the risks associated with business objectives and activities
• Demonstrates commitment to quality
• Serves as a coach or mentor and may serve as a trainer to the customer service team
• Performs advanced customer service activities and initiatives for specialized products and services
• Receives, investigates and responds to customer inquiries regarding complex products, services and issues
• Resolves customer service inquiries and issues
• Maintains high levels of customer satisfaction consistent with PNC's core values
• Documents customer interactions and completes service requests to minimize customer effort or additional action
• Bilingual in Spanish strongly preferred
• Accountability
• Continual Improvement Process
• Customer Interactions
• Customer Service
• Decision Making
• Relationship Building
• Results-Oriented
• Technical Support