PNC Sales & Service Representative - Customer Care Center 

Remote, Remote 

154164761

Additional requirements for success in a virtual role include:
• Work Space – Must be able to provide a dedicated, confidential work space which includes a door that can be closed for privacy.
• Phone line – Must provide an employee-paid, dedicated phone line, solely for the use of customer call routing; line must not have call waiting/forwarding. A Voice over IP phone/internet “bundle” is recommended.
• High speed internet – Must provide employee-paid, high speed internet service (20 MB or higher connection speed); This connection must not be DSL, Satellite, dial up, Cellular, Microwave, Broadband Powerline (BPL). A Voice over IP phone/internet “bundle” is recommended. Must be hard wired into the router. Wi-Fi is not acceptable.
•Must possess a cell phone, tablet, or smart watch capable of downloading apps to receive VPN access code via PingID applicationThere are a variety of shifts available and include permanent or rotating weekend requirements
Job Description

• Performs customer service and sales support activities and initiatives. Transitions service conversations to present sales opportunities to increase share of wallet to customers, handles inquiries, and offers home secured lending products. Supports a complex dedicated suite of products/services, and/or leverages an advanced process or tool to support external customers. Delivers CARES model to customers and service partners.
• Receives, investigates, and responds to customer service and sales inquiries regarding products, services and issues via all channels through which customers are served.
• Refers applicable products and services. Recommends appropriate solutions. Follows defined treatments and/or employs active listening skills to present alternative solutions.
• Resolves customer service inquiries and issues. Recommends appropriate solutions. Maintains high levels of customer satisfaction consistent with PNC's core values. Demonstrates commitment to quality. Resolves more complex or reoccurring issues where appropriate, and identifies root cause.
• Documents customer interactions and thoroughly completes service requests to minimize customer effort or additional action.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

• Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
• Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.

Qualifications

Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and requiredneeded to be successful in this position.

Roles at this level typically do not require a university / college degree, high school diploma or GED, but do require related experience or product knowledge to accomplish primary duties. Typically requires 1+ years 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.No DegreeCandidates being considered for this position will be subject to additional background checks as required by Consumer Financial Protection Bureau regulations.Base Salary: $40,980.00 – $64,350.00 Salaries may vary based on geographic location, market data and on individual skills, experience, and education.PNC offers a comprehensive range of benefits to help meet your needs now and in the future. 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; 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.

California Residents

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