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 an Escalations Representative within PNC's Network Centralization Group, you will work from the office 5 days per week (M-F) at PNC's Itasca Lockbox location. Hours: 7:00 am to 3:30 pm CST.
As an Escalations Representative in this newly created group, you will resolve, mitigate and provide guidance for up to 20 customer related Edge cases per day. You will speak to clients, conduct research associated with the issue, create a mitigation plan and follow up with a written explanation describing the root cause and how to not impact the client.
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Qualifications:
-4 years of customer service experience.
-Experience in the financial services and or banking industry is a plus.
-Conflict resolution skills.
-Strong verbal and written communication skills.
-Problem solving skills.
-Detail oriented with good follow up skills.
- High level of empathy and patience.
-Ability to work well under pressure and in a fast-paced environment.
-Strong work ethic and a positive attitude.
Job Description
- Resolves complex escalated issues with a high customer and institutional impact that have reached an escalation point within all Retail business segments. Delivers CARES model to customers and service partners.
- Researches, analyzes, owns and coordinates the resolution with appropriate business leaders for complex escalated customer complaints in accordance with regulatory and investor requirements through all customer channels of the Retail business segment.
- 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 segment. 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
Conflict Management, Customer Experience Management., Decision Making and Critical Thinking, Effective Communications, Flexibility and Adaptability, Fraud Detection and Prevention, Interpersonal Relationships, 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 4+ years of related business or functional 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
Certifications
No Required Certification(s)
Licenses
No Required License(s)
Benefits
PNC 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:
Time Away from Work
PNC Full-Time Benefits Summary
PNC Part-Time Benefits Summary
Disability Accommodations Statement
If 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.
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
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