PNC Bank NA is seeking a Sales and Service Representative to join our Customer Care Center organization. In this remote role, you will be the first point of contact for customer inquiries, resolving service issues and expanding relationships by presenting relevant products and services. You'll play a key role in delivering an excellent customer experience while supporting our business goals.
What You'll Do
- Handle customer service inquiries via all channels, including filing disputes and assisting with online banking questions.
- Transition service conversations to present sales opportunities to increase share of wallet.
- Handle inquiries and offer home secured lending products.
- Support a complex dedicated suite of products/services, and/or leverage an advanced process or tool to support external customers.
- Deliver CARES model to customers and service partners.
- Receive, investigate, and respond to customer service and sales inquiries regarding products, services and issues.
- Refer applicable products and services and recommend appropriate solutions.
- Resolve customer service inquiries and issues, including more complex or reoccurring issues, and identify root cause.
- Document customer interactions and thoroughly complete service requests to minimize customer effort.
What We're Looking For
- 1+ years of related experience (or comparable combination of education, job specific certification(s), and experience including military service in lieu of a degree).
- Must be able to provide a dedicated, confidential home work space with a door that can be closed for privacy.
- Must possess a cell phone, tablet, or smart watch capable of downloading and running the PingID application.
- Must have high-speed Internet service with a direct wired connection to a cable or fiber modem and router, capable of at least 20 mbps download and upload speeds.
- Must have a wired connection in the room with the modem and router (wireless internet is not permitted/supported).
- Subject to additional background checks as required by Consumer Financial Protection Bureau regulations.
- Subject to the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA).
Nice to Have
- Accountability
- Continual Improvement Process
- Customer Interactions
- Customer Service
- Decision Making
- Relationship Building
- Results-Oriented
- Technical Support
- Home Lending Designated Lender Certification
Team & Environment
You will be part of PNC's Customer Care Center organization, working collaboratively to foster an inclusive workplace culture and deliver the best experience for our customers.
Benefits & Compensation
- Compensation range: $28,000.00 – $64,350.00
- 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.
- 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.
Work Mode
This is a remote position, but is not available in all geographic locations.
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.
