Note: The job is a remote job and is open to candidates in USA. PNC is a financial services company focused on delivering strong customer experiences. The Customer Service Rep Specialty - Priority Service role provides high-touch, personalized support to Mass Affluent clients, proactively resolves complex issues, and owns client needs across products and services. The position also documents interactions, completes service requests, and maintains elevated client satisfaction.
Responsibilities
- Performs premium client service activities and initiatives for a broad range of products, services and owns and resolves problems while being the sole point of contact for clients when possible. Delivers PNC's standard of service to clients and service partners
- Trained and knowledgeable across multiple products and services to be able to receive, investigate and resolve complex client inquiries regarding products, services and issues derived from all channels through which clients are served. Primarily interacts with affluent clients including clients that may have multiple products included in their PNC relationship
- Maintains consistently elevated levels of client satisfaction consistent with PNC's core values. Demonstrates commitment to quality through client and service partner interactions
- Documents client interactions and completes service requests to minimize client effort or additional action
Skills
- Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role
- 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 3+ years experience
- In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered
- Associates (Required)
- Employment sponsorship is not available
- Variety of shifts available between 9am–12am (Eastern), including weekend requirements
- 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
- Ideal candidates bring a strong client-first mindset, along with effective communication and organizational skills, and Customer Care Center experience—with the ability to elevate interactions beyond standard service into a more consultative, relationship-focused experience
- Success in this role requires a hospitality-driven approach, ensuring every interaction reflects a high level of care, professionalism, attention to detail, and intentional personalization
- Competencies: Accuracy and Attention to Detail, Client Relationship Management, Customer Experience Management., Decision Making and Critical Thinking, Effective Communications, Fraud Detection and Prevention, Managing Multiple Priorities, Problem Solving, Products and Services, Tech Savvy
Benefits
- This role is incentive eligible with the payment based upon company, business and/or individual performance.
- 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; 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.
- This position may be eligible for remote work in select geographic locations, subject to approval by PNC.
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