Escalations Representative Sr. - Treasury Management Commercial Card Servicing
Denver - 1144 15th Street (CO034)
Candidates with prior card servicing experience are preferred.
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- Resolves complex escalated issues with a high customer and institutional impact that have reached an escalation point within the assigned business segments. May coach and mentor junior members of the Escalations team. Balances customer and service partner demands received from multiple channels in an accelerated and challenging environment. Delivers CARES model to customers and service partners.
- Researches, analyzes, owns and coordinates the resolution with appropriate business leaders for complex escalated customer complaints, while taking into account regulatory, legal and investor requirements within the assigned business segments' customer channels.
- Documents the problem resolution process for each investigated complaint assigned to their workflow. Responds to escalated issues via verbal responses and may leverage written responses for more complex issues.
- Acts as a point person/subject matter expert for any escalated issues from the assigned business segments. Facilitates problem resolution with internal and external stakeholders.
- Acts as a customer advocate in accordance with our Customer Advocacy Principles. Demonstrates commitment to quality. Identifies trends negatively impacting customer experience and escalates to the proper channels for root cause analysis.
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 considerations in all business decisions and able to leverage that information in creating customized customer solutions.
- Managing Risk - 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.
Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position.
Preferred Skills
Accountability, Customer Complaint Resolution, Customer-Support, Data Entry, Problem Resolution, Technical Support, Technical TroubleshootingCompetencies
Conflict Management, Customer Experience Management., Customer Interaction, Decision Making and Critical Thinking, Effective Communications, Flexibility and Adaptability, Fraud Detection and Prevention, Interpersonal Relationships, Managing Multiple Priorities, Problem Solving, Products and Services, Tech SavvyWork Experience
Roles at this level typically require a university / college degree with < 1 year of professional experience and/or successful completion of a formal development program. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.Education
AssociatesCertifications
No Required Certification(s)Licenses
No Required License(s)Pay TransparencyBase Salary: $33,280.00 – $82,550.00Salaries may vary based on geographic location, market data and on individual skills, experience, and education. This role is incentive eligible with the payment based upon company, business and/or individual performance.Application WindowGenerally, this opening is expected to be posted for two business days from 10/01/2024, although it may be longer with business discretion.BenefitsPNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include: medical/prescription drug coverage (with a Health Savings Account feature), dental and vision options; employee and spouse/child life insurance; short and long-term disability protection; 401(k) with PNC match, pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption, surrogacy, and doula reimbursement; educational assistance, including select programs fully paid; a robust wellness program with financial incentives.In addition, PNC generally provides the following paid time off, depending on your eligibility*: maternity and/or parental leave; up to 11 paid holidays each year; 8 occasional absence days each year, unless otherwise required by law; between 15 to 25 vacation days each year, depending on career level; and years of service.To learn more about these and other programs, including benefits for full time and part-time employees, visit pncbenefits.com > New to PNC.
*For more information, please click on the following links:
PNC Full-Time Benefits Summary
PNC Part-Time Benefits Summary
Disability Accommodations StatementIf an accommodation is required to participate in the application process, please contact us via email at AccommodationRequest@pnc.com. Please include “accommodation request” in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses. Applicants may also call 877-968-7762 and say "Workday" for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
At PNC we foster 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.
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.
Refer to the California Consumer Privacy Act Privacy Notice to gain understanding of how PNC may use or disclose your personal information in our hiring practices.
ApplyJob Profile
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/PerksDental and vision options Dependent care reimbursement Disability protection Educational Assistance Health savings account Incentive eligible Inclusive workplace Inclusive workplace culture Life Insurance Opportunity for contribution Pension Remote position Remote work Stock purchase plans Vision options Wellness program
Tasks- Coach and mentor team members
- Document problem resolution process
- Facilitate problem resolution
- Identify trends impacting customer experience
- Problem Resolution
- Resolve escalated issues
- Risk Management
- Troubleshooting
Accountability Adaptability Analysis Business decisions Business Objectives Commercial card Conflict Management Critical thinking Customer Complaint Resolution Customer Experience Customer Experience Management Customer Interaction Customer Needs Customer solutions Customer Support Data Entry Decision making Decision Making and Critical Thinking Effective Communications Enterprise Risk Management Flexibility Flexibility and Adaptability Fraud detection Interpersonal Interpersonal relationships Management Managing Multiple Priorities Organization Problem Resolution Problem-solving Products and services Regulatory Risk Management Root Cause Analysis Service Technical Support Technical Troubleshooting Tech-savvy Treasury management Troubleshooting
EducationAssociates College degree University Degree
TimezonesAmerica/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