Customer Service Representative-Credit Card

About the Role

At PNC, our people are our greatest differentiator and competitive advantage. As a Customer Service Representative, you will provide routine support to PNC Credit Card customers who initiate contact with the Customer Care Center. This may involve questions regarding products, online directions, and their accounts. 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.

Available shift ranges: 6:45am-5pm ET, 9am-7pm ET, 11am-10pm ET AND 1pm-12am Eastern Standard Time.

All shifts include working a permanent weekend day with an exchange day off during the week.

Virtual Role Requirements

• Work Space: A dedicated and confidential work space which includes a door that can be closed for privacy.
• High-speed internet: 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. This connection must not be DSL, Satellite, dial-up, Cellular, Microwave, or Broadband Powerline (BPL). A wired connection in the room with the modem and router is required. Wireless internet is not permitted/supported.
• Must possess a cell phone, tablet, or smart watch capable of downloading and running the PingID application.

Occasional in-office participation may be required based on business needs.

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 CARES model to customers and service partners.
• 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. Recommends appropriate solutions. Refers complex or reoccurring issues.
• Maintains high levels of customer satisfaction consistent with PNC's core values. Demonstrates commitment to quality through customer and service partner interactions.
• Documents customer interactions and completes service requests to minimize customer effort or additional action.

Qualifications

• 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.

Requirements & Tech Stack

Preferred Skills

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

Competencies

• Accuracy and Attention to Detail
• Customer Experience Management
• Decision Making and Critical Thinking
• Effective Communications
• Fraud Detection and Prevention
• Knowledge of a Specific Customer Support Function
• Managing Multiple Priorities
• Problem Solving
• Products and Services
• Tech Savvy

Work Experience

• Typically <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.

Education

• No Degree

Certifications

• No Required Certification(s)

Licenses

• No Required License(s)