About the position

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success. As a Sales & Service Representative within PNC's Customer Care Center organization, you handle customer inquiries such as filing disputes, assisting with online banking questions, and other various tasks. A majority of the calls are service related and we expand the conversation by presenting products and services that will grow their relationship with PNC. In some instances customers are inquiring on a specific product or service and we educate them on best options for their individual situation. Variety of shifts available between 10:00am - 9:00pm Eastern Time all include either a permanent or rotating weekend day. Weekend hours are 7:45am-5:00pm Eastern Time. Expectations in a Customer Care Center virtual workplace include: • Work Space – Must be able to provide a dedicated, confidential work space which includes 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. • High speed internet – Must have a 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. This is a remote position. Work may be performed from a quiet, confidential space in a home location, approved by PNC. This position may not be available in all geographic locations. PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position. 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.

Responsibilities

• 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.

Requirements

• Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role.
• 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.
• Must be able to provide a dedicated, confidential work space which includes 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 a 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.

Nice-to-haves

• Accountability
• Continual Improvement Process
• Customer Interactions
• Customer Service
• Decision Making
• Relationship Building
• Results-Oriented
• Technical Support

Benefits

• 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; 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.
• To learn more about these and other programs, including benefits for full time and part-time employees, visit Your PNC Total Rewards.