Licensed Escalations Representative Senior - PNC Wealth Management

Habitat For Humanity Of Durham; United States; Hybrid; USD 53,000 - 88,000; Full time

Benefits offered by this job

Medical coverage

Dental & vision

401(k) with match

Paid holidays

Vacation days

Parental leave

Job summary

PNC is seeking a Licensed Escalations Representative Senior in its Wealth Management group. This remote role is eligible in EST or CST, with possible in‑office work as needed. You will resolve high‑impact escalated issues, coach a team, and coordinate with leaders while ensuring regulatory and investor requirements are met.

Strong communication and problem-solving skills are essential, along with FINRA licenses (7 & 63) and a customer‑focused approach. Competitive pay and benefits are offered.

Qualifications

• Associate degree preferred or equivalent combination of education and experience.
• FINRA Series 7 & 63 licenses required.
• Experience in escalations or customer care within financial services is a plus.

Responsibilities

• Resolve complex escalated issues with high customer and institutional impact, coaching and mentoring the escalation team.
• Research and coordinate resolutions with business leaders, considering regulatory and investor requirements.
• Document resolution processes and respond to escalated issues with verbal or written communication.
• Serve as a point person and SME for escalated issues, facilitating cross‑department collaboration.
• Advocate for customers following Customer Advocacy Principles and identify trends for root‑cause analysis.

Skills

Accountability

Customer Complaint Resolution

Customer Support

Data Entry

Problem Resolution

Technical Support

Technical Troubleshooting

Education

Associates

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 Licensed Escalations Representative Senior within PNC's Wealth Management organization, you will be remote within EST or CST. This position may be eligible for remote work in select geographic locations, subject to approval by PNC. If approved, work must be conducted from a quiet, secure, and confidential home‑based workspace. Occasional in‑office participation may be required based on business needs. PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

Job Description

• Resolves complex escalated issues with a high customer and institutional impact that have reached an escalation point within the Retail business segments. Actively coaches and mentors for the escalation team. 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 Retail 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 Retail 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.

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
• Customer Complaint Resolution
• Customer Support
• Data Entry
• Problem Resolution
• Technical Support
• Technical Troubleshooting

Competencies

• Customer Experience Management.
• Customer Interaction
• Decision Making and Critical Thinking
• Effective Communications
• Influencing
• Interpersonal Relationships
• Managing Multiple Priorities
• Problem Solving

Work 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

Associates

Certifications

No Required Certification(s)

Licenses

FINRA Series 7 & 63 required

Pay Transparency

Base Salary: $52,500.00 – $87,500.00Salaries may vary based on geographic location, market data and on individual skills, experience, and education.

Application Window

Generally, this opening is expected to be posted for two business days from 06/23/2026, although it may be longer with business discretion.

Benefits

• 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.
• maternity and/or parental leave
• up to 11 paid holidays each year
• 9 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

Disability Accommodations Statement

If an accommodation is required to participate in the application process, please contact us via email at [e-mail]. 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.

Equal Employment Opportunity (EEO)

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.

This position is subject to the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA) and, for any registered role, the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and/or the Financial Industry Regulatory Authority (FINRA), which prohibit the hiring of individuals with certain criminal history.

California Residents

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.