Sales & Service Representative - Customer Care Center
Phoenix - East Camelback Exec Suite (AZ014)
Variety of shifts available between 9:00am - 9:00pm Eastern all include either a permanent or rotating weekend day. Weekend hours for are 7:45am-5:00pm Eastern.
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 customer service and sales support activities and initiatives. Transitions service conversations to present sales opportunities to increase share of wallet to customers, handles inquiries, and offers home secured lending products. Supports a complex dedicated suite of products/services, and/or leverages an advanced process or tool to support external customers. Delivers CARES model to customers and service partners.
- Receives, investigates, and responds to customer service and sales inquiries regarding products, services and issues via all channels through which customers are served.
- Refers applicable products and services. Recommends appropriate solutions. Follows defined treatments and/or employs active listening skills to present alternative solutions.
- Resolves customer service inquiries and issues. Recommends appropriate solutions. Maintains high levels of customer satisfaction consistent with PNC's core values. Demonstrates commitment to quality. Resolves more complex or reoccurring issues where appropriate, and identifies root cause.
- Documents customer interactions and thoroughly 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 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, Continual Improvement Process, Customer Interactions, Customer Service, Decision Making, Relationship Building, Results-Oriented, Technical SupportCompetencies
Accuracy and Attention to Detail, Customer Experience Management., Effective Communications, Fraud Detection and Prevention, Knowledge of a Specific Customer Support Function, Managing Multiple Priorities, Problem Solving, Products and Services, Selling., Tech SavvyWork Experience
Roles at this level typically do not require a university / college degree, high school diploma or GED, but do require related experience or product knowledge to accomplish primary duties. Typically requires 1+ years of related experience. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.Education
No DegreeCertifications
Home Lending Designated Lender Certification - PNC Financial Services Group, IncLicenses
Candidates being considered for this position will be subject to additional background checks as required by Consumer Financial Protection Bureau regulations.Pay TransparencyBase Salary: $40,980.00 – $64,350.00Salaries may vary based on geographic location, market data and on individual skills, experience, and education.Application WindowGenerally, this opening is expected to be posted for two business days from 09/30/2024, 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 Inclusive workplace Inclusive workplace culture Life Insurance Pension Remote position Remote work Stock purchase plans Variety of shifts Vision options Wellness program
Tasks- Assist with online banking
- Document customer interactions
- File disputes
- Handle customer inquiries
- Present sales opportunities
- Resolve customer service issues
- Risk Management
Accuracy Accuracy and Attention to Detail Active Listening Attention to detail Banking Business decisions Business Objectives Continual improvement process Customer Experience Customer Experience Management Customer Needs Customer service Customer solutions Customer Support Decision making Effective Communication Effective Communications Enterprise Risk Management Financial Services Fraud detection Management Managing Multiple Priorities Organization Problem-solving Product Knowledge Products and services Regulations Relationship building Results-Oriented Risk Management Sales Sales Support Selling Service Technical Support Tech-savvy
Experience0 years
EducationCollege degree GED High school diploma
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