**Experienced Customer Service and Support Representative - CCC Mountain and Regional Operations**

At PNC, we pride ourselves on being a leader in the financial services industry, and our people are the driving force behind our success. As a Customer Service and Support Representative, you will play a vital role in delivering exceptional experiences for our customers, fostering a culture of inclusivity, and contributing to the company's continued growth and success. If you're passionate about providing top-notch customer service, have a knack for problem-solving, and are eager to join a dynamic team, we encourage you to apply for this exciting opportunity. **About PNC** PNC is a leading financial services organization with a rich history dating back to 1845. We operate in 19 states and the District of Columbia, with over 9,000 branches and 2,400 ATMs. Our commitment to innovation, customer satisfaction, and community involvement has earned us numerous awards and recognition, including being named one of the "World's Most Admired Companies" by Fortune magazine. **Job Summary** As a Customer Service and Support Representative, you will be responsible for providing routine service support to PNC customers who initiate contact with the Customer Care Center. This may involve answering questions regarding products, online directions, and account information. You will communicate directly with customers, as well as internal and external service partners to effectively resolve issues, questions, and service requests. This is a remote position, and you will work from a quiet, confidential space in your home location, approved by PNC. **Key Responsibilities** * Performs customer service activities and initiatives for a broad range of products, services, and problem resolution that occurs across multiple channels for our customers. * Delivers the CARES model to customers and service partners, ensuring a positive experience at every touch point. * Receives, investigates, and responds to customer inquiries regarding products, services, and issues via all channels through which customers are served. * Resolves customer service inquiries and issues, recommending appropriate solutions and referring complex or reoccurring issues to senior representatives. * Maintains high levels of customer satisfaction consistent with PNC's core values, demonstrating a commitment to quality through customer and service partner interactions. * Documents customer interactions and completes service requests to minimize customer effort or additional action. **Competencies** To succeed in this role, you will need to possess the following competencies: * **Accuracy and Attention to Detail**: Understanding of the necessity and value of accuracy and attention to detail, with the ability to process information with high levels of accuracy. * **Customer Experience Management**: Implements strategies and techniques used to ensure that customers have a positive experience with the organization and its products and services at every touch point. * **Decision Making and Critical Thinking**: Understanding of the issues related to the decision-making process, with the ability to analyze situations fully and accurately, and reach productive decisions. * **Effective Communications**: Understanding of effective communication concepts, tools, and techniques, with the ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors. * **Fraud Detection and Prevention**: Knowledge of and ability to utilize processes, tools, and techniques for detecting, addressing, and preventing fraudulent situations. * **Knowledge of a Specific Customer Support Function**: Knowledge of and ability to assist customers with a specific type of support. * **Managing Multiple Priorities**: Ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation. * **Problem Solving**: Knowledge of approaches, tools, and techniques for recognizing, anticipating, and resolving organizational, operational, or process problems, with the ability to apply this knowledge appropriately to diverse situations. * **Products and Services**: Knowledge of major products and services and product and service groups, with the ability to apply this knowledge appropriately to diverse situations. * **Tech Savvy**: Ability to advise, educate, and engage clients on a variety of technological tools and resources, allowing them to explore solutions to achieve their goals and financial well-being. **Requirements** * Roles at this level typically do not require a university or college degree, high school diploma or GED, however may require related experience or product knowledge to accomplish primary duties. * Typically less than 1 year of related experience. * In lieu of a degree, a comparable combination of education, job-specific certification(s), and experience (including military service) may be considered. **Work Environment and Culture** As a remote employee, you will work from a quiet, confidential space in your home location, approved by PNC. You will be expected to maintain a dedicated workspace, with a dedicated phone line, high-speed internet, and a wired connection to a cable or fiber modem and router. You will be part of a dynamic team that values inclusivity, diversity, and customer satisfaction. We offer a comprehensive range of benefits to help meet your needs now and in the future, including medical, dental, and vision options, employee and spouse/child life insurance, short- and long-term disability protection, and a robust wellness program with financial incentives. **Compensation and Benefits** * Base salary: $39,940 - $55,200, with salaries varying within the range based on geographic location, market data, and individual skills, experience, and education. * Comprehensive benefits package, including medical, dental, and vision options, employee and spouse/child life insurance, short- and long-term disability protection, and a robust wellness program with financial incentives. **How to Apply** If you're passionate about delivering exceptional customer service and are eager to join a dynamic team, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we will review your qualifications and experience. We look forward to hearing from you! **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. **Disability Accommodations Statement** If an accommodation is required to participate in the application process, please contact us via email at [email protected]. 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. Apply for this job