Senior Customer Service Representative Specialist – Treasury Management Care Center

This is a fully remote position, open to applicants in California.

📋 Description

• Conducts advanced customer service operations and initiatives for specialized products and services.

• Supports a complex suite of dedicated products/services, caters to a sophisticated client base, and utilizes advanced processes or tools to assist both internal and external customers.

• Focuses on problem resolution across multiple channels for our clientele.

• Implements the CARES model to enhance experiences for customers and service partners.

• Receives, investigates, and addresses customer inquiries concerning complex products, services, and issues through all available channels.

• Resolves inquiries and issues related to customer service.

• Suggests suitable solutions to customers.

• Handles the most intricate or recurring issues, identifies root causes, and serves as an escalation point.

• May engage with higher-level representatives within the customer organization.

• Upholds high levels of customer satisfaction in alignment with PNC's core values.

• Shows a strong commitment to quality.

• Acts as a coach or mentor and may provide training to the customer service team.

• Records customer interactions and completes service requests to reduce customer effort and the need for additional actions.

⛳️ Requirements

• Bilingual in Spanish is highly preferred.

• A minimum of 3 years of experience is required.

• An Associate's degree or equivalent, along with relevant experience or product knowledge to fulfill primary responsibilities.

• Accountability is essential.

• Familiarity with the Continual Improvement Process.

• Experience in Customer Interactions.

• Strong background in Customer Service.

• Proficient Decision Making skills.

• Ability in Relationship Building.

• Results-Oriented mindset.

• Competence in Technical Support.

• Accuracy and Attention to Detail are crucial.

• Experience in Client Relationship Management.

• Skills in Customer Experience Management.

• Capable of Decision Making and Critical Thinking.

• Effective Communication abilities.

• Knowledge in Fraud Detection and Prevention.

• Proficient in Managing Multiple Priorities.

• Strong Problem Solving skills.

• Familiarity with Products and Services.

• Tech Savvy is a must.

🏝️ Benefits

• Medical/prescription drug coverage (including a Health Savings Account feature).

• Options for dental and vision coverage.

• Life insurance for employees and their spouses/children.

• Short and long-term disability protection.

• 401(k) plan with PNC match.

• Pension and stock purchase plans available.

• Dependent care reimbursement account.

• Back-up child/elder care services.

• Reimbursement for adoption, surrogacy, and doula services.

• Educational assistance, including full funding for select programs.

• A comprehensive 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 mandated by law.

• Between 15 to 25 vacation days annually, depending on career level and years of service.