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Customer Service Representative Specialist Sr. - Treasury Management Card Technology

Firstside Center Bldg (PA373)

Position Overview

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success. As a Customer Service Representative Specialist Sr. within PNC's Treasury Management Card Technology organization, you will be based anywhere within PNC's footprint.

The Customer Service Representative Specialist Sr. will support PNC's commercial card clients within our West Region. Candidates with prior commercial card experience, website navigation skills, customer service skills, and excellent communication skills (written & verbal) are preferred. The schedule for this position is Monday - Friday and the working hours are dependent on the time zone where you reside: 11:00 am - 8:00 pm (Eastern Time Zone); 10:00 am - 7:00 pm (Central Time Zone); 9:00 am - 6:00 pm (Mountain Time Zone); 8:00 am - 5:00 pm (Pacific Time Zone).

This is a remote position. Work may be performed from a quiet, confidential space in a home location, approved by PNC. This position may not be available in all geographic locations.

Job Description
  • 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.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

  • Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary …
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Job Profile

Regions

North America

Countries

United States

Restrictions

May not be available in all geographic locations Position may not be available in all geographic locations Remote position This position may not be available in all geographic locations Work may be performed from a quiet, confidential space in a home location, approved by PNC

Benefits/Perks

Dental and vision options Dependent care reimbursement Disability protection Educational Assistance Health savings account Incentive eligible Inclusive workplace Inclusive workplace culture Life Insurance Opportunity for growth Pension Remote position Remote work flexibility Stock purchase plans Vision options Wellness program

Tasks
  • Client Relationship Management
  • Document customer interactions
  • Problem Resolution
  • Problem solving
  • Resolve customer inquiries
  • Risk Management
Skills

Accuracy Accuracy and Attention to Detail Attention to detail Business decisions Business Objectives Client relationship management Commercial card Communication Critical thinking Customer Experience Customer Experience Management Customer Needs Customer service Customer solutions Decision making Decision Making and Critical Thinking Effective Communications Enterprise Risk Management Fraud detection Management Managing Multiple Priorities Organization Problem Resolution Product Knowledge Products and services Relationship Management Risk Management Service Tech-savvy Treasury management

Experience

3 years

Education

Associates Associate's Degree Equivalent degree

Timezones

America/Anchorage America/Chicago America/Denver America/Los_Angeles America/New_York Pacific/Honolulu UTC-10 UTC-5 UTC-6 UTC-7 UTC-8 UTC-9