Customer Service Representative Specialist Senior

PNC Financial Services Group; Atlanta (GA); Remote; USD 31,000 - 63,000; Full time

Job summary

A leading financial services company is seeking a Customer Service Representative Specialist Sr. to provide advanced customer service for specialized products. The role focuses on problem resolution and maintaining high customer satisfaction. Candidates must have strong customer service skills and ideally be bilingual in Spanish. This remote position requires a commitment to quality and may involve coaching others.

Benefits

Health coverage

Life insurance

Disability protection

401(k)

Pension

Stock purchase plans

Paid time off

Qualifications

• Typically 3+ years of experience or related product knowledge.
• Combination of education, certifications, and experience may be considered.

Responsibilities

• Performs advanced customer service activities for specialized products.
• Receives, investigates, and responds to customer inquiries.
• Maintains high customer satisfaction and may serve as a coach.

Skills

Customer Focused

Managing Risk

Education

Associates degree

Job description

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. This position is for a Customer Service Representative Specialist Sr within PNC's Treasury Management Client Care organization, which is remote. Work is performed from a quiet, confidential space in a home location, approved by PNC. The role may not be available in all geographic locations.

• Candidate must be located within Pacific Standard Time zone
• Shift: 11:30 AM EST - 8 PM EST / 8:30 AM PST - 5:30 PM PST
• Bilingual (Spanish) speaking candidate strongly preferred

Job Description

• Performs advanced customer service activities for specialized products and services, supporting a complex client base and leveraging advanced processes or tools. Focus on problem resolution across multiple channels, delivering CARES model to customers and service partners.
• Receives, investigates, and responds to customer inquiries regarding complex products, services, and issues via all channels.
• Resolves customer inquiries and issues, recommends solutions, and acts as an escalation point for complex or recurring issues. May interact with higher levels within the customer organization.
• Maintains high customer satisfaction, demonstrates commitment to quality, and may serve as a coach, mentor, or trainer to the team.
• Documents interactions and completes service requests to minimize customer effort.

Employees are expected to be:

• Customer Focused: Knowledgeable of practices that align customer needs and satisfaction as primary considerations in all decisions and creating customized solutions.
• Managing Risk: Assess and manage risks associated with their activities, supporting PNC's Enterprise Risk Management Framework.

Qualifications

Successful candidates should have appropriate knowledge, skills, and abilities, including:

• Typically 3+ years of experience or related product knowledge.
• In lieu of a degree, a combination of education, certifications, and experience (including military) may be considered.

Education

Associates degree required.

Certifications & Licenses

No required certifications or licenses.

Pay Transparency

Base Salary: $31,000 – $62,400. Salaries vary based on location, skills, experience, and education. Incentive eligibility is based on performance.

Application Window

Open for approximately two business days from 05/12/2025, subject to extension.

Benefits

PNC offers comprehensive benefits, including health coverage, life insurance, disability protection, 401(k), pension, stock purchase plans, paid time off, and more. For details, visit Your PNC Total Rewards.

Disability Accommodations

If accommodations are needed, contact us via email at [e-mail] with “accommodation request” in the subject line, including your name, job ID, and contact info. Call 877-968-7762 and say "Workday" for assistance. All info is confidential.

EEO Statement

PNC provides equal employment opportunity regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other protected categories. We also comply with applicable laws regarding criminal history for registered roles.

California Residents

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