Customer Service Representative Specialist Senior

PNC; Philadelphia (Philadelphia County); Remote; USD 31,000 - 63,000; Full time

Job summary

Join a leading financial institution as a Customer Service Representative Specialist Sr. This remote role focuses on delivering exceptional customer service, resolving complex inquiries, and maintaining high customer satisfaction. Ideal candidates have strong decision-making skills and a commitment to quality service.

Benefits

Health coverage

Retirement plans

Paid time off

Qualifications

• 3+ years experience in customer service roles.
• Knowledgeable in customer interactions and relationship building.

Responsibilities

• Performs advanced customer service activities for specialized products.
• Resolves complex customer inquiries and issues.
• Documents customer interactions to minimize effort.

Skills

Customer Service

Decision Making

Problem Solving

Technical Support

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. As a Customer Service Representative Specialist Sr within PNC's Treasury Management Client Care organization, you will be based remotely. 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.

• Candidate will be located within Pacific Standard Time zone
• Shift will be 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 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.

Additional Expectations

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.

Qualifications

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 Support

Core Competencies

Accuracy and Attention to Detail, Client Relationship Management, Customer Experience Management, Decision Making and Critical Thinking, Effective Communications, Fraud Detection and Prevention, Managing Multiple Priorities, Problem Solving, Products and Services, Tech Savvy

Work Experience

Roles at this level typically require an Associates or equivalent degree as well as related experience or product knowledge to accomplish primary duties. Typically requires 3+ years experience. In lieu of a degree, a comparable combination of education, job-specific certification(s), and experience (including military service) may be considered.

Education

Associates degree

Certifications & Licenses

No Required Certification(s) or License(s)

Additional Information

Pay Range: $31,000.00 – $62,400.00, incentive eligible, based on performance and individual skills.

Application window typically two business days from 05/12/2025, subject to extension.

Benefits & Accommodations

PNC offers comprehensive benefits including health coverage, retirement plans, paid time off, and more. For accommodation requests during the application process, contact [e-mail].

We foster an inclusive workplace and provide reasonable accommodations to qualified individuals with disabilities.

Equal Opportunity & Legal Notices

PNC is an Equal Employment Opportunity employer. This position is subject to federal and state regulations, including the FDIA, SAFE Act, and FINRA requirements.

For California residents, please review the California Consumer Privacy Act Privacy Notice.