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.

You will reside and work in the Mountain or Pacific time zones.

As a Full Time - Virtual – Work from Home – Customer Service Representative, you will provide routine service support to PNC customers who initiate contact with the Virtual Customer Care Center. This may involve questions regarding products, online directions, and their accounts. You will communicate directly with customers, as well as internal and external service partners to effectively resolve issues, questions, and service requests.

Additional requirements for success in a virtual role include:
• Workspace – Must be able to provide a dedicated, confidential workspace which includes a door that can be closed for privacy.
• Multitasking – Ability to navigate or toggle many screens and maintain chat conversations with your team simultaneously.
• Phone line – Must provide an employee-paid, dedicated phone line, solely for the use of customer call routing; line must not have call waiting/forwarding. A Voice over IP phone/internet “bundle” is recommended.
• High speed internet – Must provide employee-paid, high speed internet service (20 MB or higher connection speed); no dial-up or satellite dish connections. A Voice over IP phone/internet “bundle” is recommended.
•Must possess a cell phone, tablet, or smart watch capable of downloading apps to receive VPN access code via PingID application.

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 activities and initiatives for a broad range of products, services and 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 products, services and issues via all channels through which customers are served.
• Resolves customer service inquiries and issues. Recommends appropriate solutions. Refers complex or reoccurring issues.
• Maintains high levels of customer satisfaction consistent with PNC's core values. Demonstrates commitment to quality through customer and service partner interactions.
• Documents customer interactions and 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.

• To learn more about this and other opportunities on our team.Watch this video.

Competencies

Accuracy and Attention to Detail – Understanding of the necessity and value of accuracy and attention to detail; ability to process information with high levels of accuracy.Customer Experience Management. – Implements the strategies and techniques used to ensure that customers have a positive experience with the organization and its products and services at every touch point.Decision Making and Critical Thinking – Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately, and reach productive decisions.Effective Communications – Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.Fraud Detection and Prevention – Knowledge of and ability to utilize processes, tools, and techniques for detecting, addressing and preventing fraudulent situations.Knowledge of a Specific Customer Support Function – Knowledge of and ability to assist customers with a specific type of support.Managing Multiple Priorities – Ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.Problem Solving – Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply this knowledge appropriately to diverse situations.Products and Services – Knowledge of major products and services and product and service groups; ability to apply this knowledge appropriately to diverse situations.Tech Savvy – Advise, educate and engage clients on a variety of technological tools and resources allowing them to explore solutions to achieve their goals and financial well being.

Work Experience

Roles at this level typically do not require a university / college degree, high school diploma or GED, however may require related experience or product knowledge to accomplish primary duties. Typically <1 year 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 Degree

Additional Job Description

COMPENSATION:

Base Salary Commensurate with skills and experience

INCENTIVE:

A shift differential may be available for this position depending on assigned work hours.

This is a remote position that can sit within the PNC footprint, although it may not be available in all jurisdictions. Certain job responsibilities may require in-person, in office activities on a regular basis.

Benefits

Disability Accommodations Statement:

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.

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.