Customer Service and Support Representative - Delivering Exceptional Experiences - Remote CCC - Mountain Region - PNC Bank

Join Our Team: Delivering Exceptional Customer Experiences at PNC

At PNC, we're passionate about creating a workplace culture where everyone feels valued, respected, and empowered to contribute to our success. As a leading financial services company, we're committed to delivering exceptional experiences for our customers, and we need talented professionals like you to help us achieve this goal. As a Customer Service and Support Representative, you'll play a critical role in providing top-notch service to our customers, resolving their issues, and exceeding their expectations.

About PNC and Our Culture

PNC is a diversified financial services company with a rich history dating back to 1845. We're committed to fostering an inclusive workplace culture that values diversity, equity, and inclusion. Our employees are our greatest asset, and we invest in their growth and development through various training programs, mentorship opportunities, and career advancement paths. At PNC, we believe in promoting a culture of respect, empathy, and understanding, and we're dedicated to creating a workplace environment that's engaging, challenging, and rewarding for all employees.

Job Summary

We're seeking a highly skilled and motivated Customer Service and Support Representative to join our team in the Customer Care Center (CCC). As a remote employee, you'll have the opportunity to work from a quiet, confidential space in a home location, approved by PNC. In this role, you'll provide exceptional service to our customers, responding to their inquiries, resolving issues, and addressing concerns in a timely and professional manner. You'll be the face of PNC, delivering our CARES model to customers and service partners, and ensuring that every interaction is a positive and memorable experience.

Key Responsibilities

• Provide exceptional customer service and support to PNC customers via various channels, including phone, email, and chat.
• Respond to customer inquiries, resolve issues, and address concerns in a timely and professional manner.
• Deliver the CARES model to customers and service partners, ensuring that every interaction is a positive and memorable experience.
• Investigate and resolve customer complaints, escalating complex issues to senior representatives as needed.
• Maintain accurate records of customer interactions, documenting issues, resolutions, and follow-up activities.
• Collaborate with internal and external service partners to resolve customer issues and provide solutions.
• Stay up-to-date on PNC products, services, and policies, ensuring that you have the knowledge and expertise to address customer inquiries and concerns.

Requirements and Qualifications

Essential Qualifications:

• High school diploma or equivalent required; no degree necessary.
• Less than 1 year of related experience in customer service, sales, or a related field.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work in a remote environment, with minimal supervision.
• Strong analytical and critical thinking skills, with the ability to analyze situations and make sound decisions.
• Proficiency in Microsoft Office and ability to learn PNC systems and tools.

Preferred Qualifications:

• Previous experience in a call center or customer service environment.
• Knowledge of financial services, banking, or related industry.
• Certifications or training in customer service, sales, or related field.
• Bilingual or multilingual skills.

Skills and Competencies

To succeed in this role, you'll need to possess the following skills and competencies:

• Accuracy and Attention to Detail: Understanding of the necessity and value of accuracy and attention to detail; ability to process information with high levels of accuracy.
• Customer Experience Management: Implements the strategies and techniques used to ensure that customers have a positive experience with the organization and its products and services at every touch point.
• Decision Making and Critical Thinking: Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately, and reach productive decisions.
• Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
• Managing Multiple Priorities: Ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.
• Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply this knowledge appropriately to diverse situations.

Career Growth Opportunities and Learning Benefits

At PNC, we're committed to helping our employees grow and develop their skills and careers. As a Customer Service and Support Representative, you'll have access to various training programs, mentorship opportunities, and career advancement paths. You'll be able to:

• Develop your skills and expertise in customer service, sales, and related areas.
• Advance to leadership roles or specialized positions within the company.
• Participate in training programs, workshops, and conferences to enhance your knowledge and skills.
• Network with colleagues and leaders across the organization.

Work Environment and Company Culture

At PNC, we're committed to creating a workplace environment that's engaging, challenging, and rewarding for all employees. As a remote employee, you'll have the flexibility to work from home, with minimal supervision. You'll be part of a team that's passionate about delivering exceptional customer experiences, and you'll have access to various resources and tools to help you succeed.

Compensation, Perks, and Benefits

We offer a comprehensive compensation package that includes:

• Competitive salary: $39,940 - $50,600 per year, depending on experience and location.
• Comprehensive benefits package, including medical, dental, and vision coverage.
• 401(k), pension, and stock purchase plans.
• Paid holidays, vacation days, and occasional absence time.
• Maternity and parental leave.
• Dependent care reimbursement account.
• Back-up child/elder care.
• Adoption assistance.
• Educational assistance.
• Robust wellness program with financial incentives.

How to Apply

If you're passionate about delivering exceptional customer experiences and want to join a team that's committed to excellence, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to be considered for this role.

At PNC, we're committed to fostering an inclusive and accessible workplace. We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions.

Equal Employment Opportunity (EEO): PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.