PNC Escalations Representative Sr 

Remote, Remote 

991641090

* The primary hours for this role will be 9:00 AM to 6:00 PM EST.
* Treasury Management experience is strongly preferred.* This position will be part of a 3 person team that supports the Payer Express product as well as additional ad-hoc processes that are supported by the Resolution and Escalation Team. You will become a subject matter expert on the Payer Express product and will work closely with our vendor that operates this product. The primary channel for interaction will be via Email directly from clients. We do receive calls directly from clients but the volume on that channel is minor.
Job Description

• Resolves complex escalated issues with a high customer and institutional impact that have reached an escalation point within the assigned business segments. May coach and mentor junior members of the Escalations team. Balances customer and service partner demands received from multiple channels in an accelerated and challenging environment. Delivers CARES model to customers and service partners.
• Researches, analyzes, owns and coordinates the resolution with appropriate business leaders for complex escalated customer complaints, while taking into account regulatory, legal and investor requirements within the assigned business segments' customer channels.
• Documents the problem resolution process for each investigated complaint assigned to their workflow. Responds to escalated issues via verbal responses and may leverage written responses for more complex issues.
• Acts as a point person/subject matter expert for any escalated issues from the assigned business segments. Facilitates problem resolution with internal and external stakeholders.
• Acts as a customer advocate in accordance with our Customer Advocacy Principles. Demonstrates commitment to quality. Identifies trends negatively impacting customer experience and escalates to the proper channels for root cause analysis.

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 require a university / college degree with < 1 year of professional experience and/or successful completion of a formal development program. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.No Required Certification(s)No Required License(s)
California Residents

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