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PNC is a diversified financial services and banking company with career opportunities spanning roles across its organization. Its workplace approach emphasizes inclusion, accessibility, diversity, and community involvement, with recruiting pathways for students, graduates, and veterans. PNC also highlights its commitment to equal opportunity and compliance with employment laws, making its careers relevant to candidates seeking a large financial-services employer with a broad range of professional possibilities.
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Senior Customer Service Representative, Treasury Management Card Technology

Support PNC treasury management card technology clients by resolving complex service issues and addressing recurring causes. Escalate cases as needed and coach customer service colleagues.

USUnited States
$37,500 – $75,000 / year
HybridFull-timeSeniorEnglish RequiredCustomer Support

Description

  • Handle advanced service work for specialized products and services.
  • Support complex offerings and a sophisticated client base.
  • Use advanced processes and tools to assist internal and external customers.
  • Resolve customer concerns across multiple service channels.
  • Apply the CARES model when assisting customers and service partners.
  • Investigate and respond to inquiries about complex products, services, and issues.
  • Recommend suitable solutions and resolve service concerns.
  • Address the most complex or recurring issues and identify their root causes.
  • Serve as an escalation contact and engage senior contacts within client organizations.
  • Promote customer satisfaction and uphold quality standards.
  • Coach and mentor service colleagues, and provide training as needed.
  • Record customer interactions and complete service requests to reduce customer effort.
  • Manage risks tied to business objectives and activities in line with PNC's Enterprise Risk Management Framework.
  • Work in PNC's Treasury Management Card Technology organization.

Requirements

  • Associate degree or equivalent, or a comparable combination of education, relevant certifications, and experience.
  • Typically, at least 3 years of related experience.
  • Card experience preferred.
  • Strong communication skills preferred.
  • Strong technology troubleshooting skills preferred.
  • Knowledge of customer service and customer interactions.
  • Technical support knowledge.
  • Accuracy and attention to detail.
  • Client relationship management.
  • Customer experience management.
  • Sound judgment and critical thinking.
  • Fraud detection and prevention.
  • Ability to manage multiple priorities.
  • Problem-solving skills.
  • Comfort with technology.
  • Available to work Monday through Friday, 11:00 a.m. to 8:00 p.m. Eastern Time.
  • If approved for remote work, maintain a quiet, secure, confidential home workspace.
  • PNC does not sponsor employment visas or participate in STEM OPT.
  • The role is subject to Section 19 of the Federal Deposit Insurance Act and, for registered roles, applicable SAFE Act and/or FINRA requirements concerning certain criminal history.

Benefits

  • Medical and prescription coverage with a Health Savings Account feature.
  • Dental and vision coverage options.
  • Life insurance for employees and eligible spouses and children.
  • Short- and long-term disability coverage.
  • 401(k) plan with PNC matching contributions.
  • Pension plan.
  • Employee stock purchase plan.
  • Dependent care reimbursement account.
  • Backup child and elder care.
  • Adoption, surrogacy, and doula reimbursement.
  • Educational assistance, including full coverage for select programs.
  • Wellness program with financial incentives.
  • Maternity and/or parental leave.
  • Up to 11 paid holidays per year.
  • Nine occasional absence days per year, unless otherwise required by law.
  • 15 to 25 vacation days per year, depending on career level.
  • Additional vacation days based on length of service.
  • Potential incentive pay based on company, business, and/or individual performance.
  • Remote work may be available in selected locations with approval.
  • Reasonable workplace accommodations.

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