Customer Service & Support Representative Customer Care Center Eastern Central Time Zones Only

About the Role

The day-to-day activities of this role are varied and challenging. You will be expected to maintain a high level of product knowledge to effectively address customer inquiries and resolve complex issues. Your ability to work independently, as well as part of a team, will be essential in achieving the goals of the customer care center. Reporting to a team leader, you will be part of a structured environment that values performance, teamwork, and personal development.

What You Will Do

• Respond to customer inquiries via phone, email, or other communication channels, providing timely and accurate solutions to their problems.
• Utilize your knowledge of PNC's products and services to address customer needs and offer appropriate solutions.
• Identify and escalate issues that require additional support, ensuring that customers receive comprehensive assistance.
• Collaborate with internal teams to resolve customer complaints and feedback, contributing to the improvement of services.
• Develop and maintain a thorough understanding of PNC's policies, procedures, and systems to ensure compliance and efficiency.
• Analyze customer interactions to identify trends and areas for improvement, suggesting changes to processes where necessary.
• Participate in training and development programs to enhance your skills and knowledge, staying up-to-date with industry developments.
• Work closely with the team to achieve customer service goals, supporting each other to ensure a high level of service quality.
• Contribute to the continuous improvement of the customer care center's processes and procedures.
• Handle customer complaints in a professional and courteous manner, aiming to resolve issues on the first contact whenever possible.

What We Are Looking For

• Strong customer service skills, with the ability to communicate effectively with customers, colleagues, and other stakeholders.
• Experience in a similar customer-facing role, preferably in a financial services environment.
• Proficiency in using digital tools and software applications relevant to customer service operations.
• Excellent problem-solving skills, with the ability to analyze issues and develop effective solutions.
• Strong teamwork and collaboration skills, with the ability to work effectively in a remote environment.
• Ability to work in a fast-paced environment, managing multiple tasks and priorities.
• High school diploma or equivalent required; college degree preferred.
• Strong knowledge of banking products and services, or the ability to quickly acquire this knowledge.

Nice to Have

• Experience with CRM software and other customer service technology platforms.
• Certification in customer service or a related field.
• Bilingual or multilingual skills, which can be an asset in serving a diverse customer base.

Benefits and Perks

• Competitive salary and benefits package.
• Opportunities for professional development and career advancement.
• Flexible working arrangements, including remote work options.
• Comprehensive health insurance and other wellness programs.
• Paid time off and holidays.
• Access to financial planning tools and resources.
• Recognition and reward programs for outstanding performance.

• Ensure you highlight your customer service experience and digital skills in your application, as these are key requirements for the role.
• Prepare examples of times when you have gone above and beyond to resolve customer issues, demonstrating your commitment to customer satisfaction.
• Familiarize yourself with PNC's products and services to show your interest and initiative during the interview process.
• Be ready to discuss how you handle stress and pressure in a fast-paced customer service environment, providing specific examples from your experience.
• Keep your resume and online profiles up-to-date and professional, as these will be reviewed as part of the application process.
• Practice your communication skills, focusing on clarity, empathy, and professionalism, which are crucial for success in this role.