Licensed Customer Service & Support Specialist Supervisor - PNC Wealth Management

PNC is hiring a Licensed Customer Service & Support Specialist Supervisor for its Wealth Management organization. The role leads a phone-based investment center service team, supports client and advisor service needs, manages escalations and team performance, and develops staff.

Responsibilities:

• Leads the day-to-day activities of a specialized team in a contact center or client service environment. Achieves specific outcomes and key indicators for their work group in order to optimize performance. Delivers CARES model to customers and service partners
• Collaborates with business partners to meet customer and employee needs in a responsive, efficient manner. Manages escalated issues and interacts with customers. Manages the customer experience process
• Ensures that reporting is accurate and completed in a timely manner. Conducts problem solving locally to own to issues and share when appropriate continuous improvement opportunities to the team. May help manage workforce functions of the group
• Accountable for the performance of the customer support team. Review team behaviors and identifies trends to drive employee engagement and outcomes
• Inspires, motivates, grows and develops customer service staff. Leads change efforts and owns all outcomes. Effectively plans, organizes, directs, analyzes and evaluates staff and processes

Requirements:

• Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions
• Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework
• Roles at this level typically require a university / college degree, with 3+ years of industry-relevant experience
• An operations or production environment position typically requires 2 years of previous managerial experience
• In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered
• FINRA Series 7 and 63 (or 65,66) required
• PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position
• Accountability, Continual Improvement Process, Customer Interactions, Customer Service, Decision Making, Relationship Building, Results-Oriented, Technical Support
• Client Relationship Management, Customer Experience Management., Decision Making and Critical Thinking, Effective Communications, Problem Solving, Process Management, Tech Savvy
• FINRA Series 24 (or 9,10) preferred