Customer Service Representative - Business Banking

About the Role

PNC is seeking a dedicated Customer Service Representative to join our Care Center team, focusing on Business Banking. In this role, you will be instrumental in delivering an exceptional customer experience by addressing inquiries and resolving issues for our business clients. You will handle a high volume of inbound calls, providing first-contact resolution for concerns related to accounts, technology, and general inquiries. The position supports a range of products including deposit, lending, and credit card services. Prior experience within a PNC Care Center environment is highly desirable.

Responsibilities

• Handle 50-60 inbound customer calls daily, providing first-call resolution for client concerns, technology support, and inquiries about business or consumer accounts.
• Support a variety of products including deposit, lending, and credit card services.
• Investigate and respond to customer inquiries regarding products, services, and issues across multiple communication channels.
• Resolve complex and recurring customer service issues, recommending appropriate solutions.
• Maintain high levels of customer satisfaction in alignment with PNC's core values and commitment to quality.
• Document all customer interactions and complete service requests efficiently to minimize customer effort.
• Apply the CARES model in customer interactions and with service partners.

Requirements

• Must have current PNC Care Center experience.
• Employees must maintain a dedicated, confidential workspace with a closed door for privacy.
• Requires high-speed internet service (minimum 20 mbps download/upload) via a direct wired connection to a cable or fiber modem and router. DSL, Satellite, dial-up, Cellular, Microwave, or Broadband Powerline (BPL) are not acceptable. Wireless internet is not supported.
• Must possess a cell phone, tablet, or smart watch capable of running the PingID application.
• Occasional in-office participation may be required based on business needs.
• This position is subject to federal regulations regarding criminal history, including the Federal Deposit Insurance Act (FDIA) and potentially the SAFE Act and FINRA for registered roles.

Perks

• Comprehensive benefits package for full-time employees, including medical, dental, and vision coverage with HSA options.
• Employee and spouse/child life insurance.
• Short-term and long-term disability protection.
• Retirement savings plans including 401(k) with PNC match, pension, and stock purchase plans.
• Dependent care reimbursement account and back-up child/elder care services.
• Adoption, surrogacy, and doula reimbursement.
• Educational assistance, with some programs fully paid.
• Robust wellness program with financial incentives.
• Paid time off, including maternity/parental leave, up to 11 paid holidays, 9 occasional absence days, and 15-25 vacation days based on career level and years of service.
• Incentive eligibility based on company, business, and/or individual performance.

Eligibility

This role is open to individuals who can meet the specific technical and workspace requirements for a remote position. Candidates must be able to adhere to federal regulations concerning criminal history. Prior experience within a PNC Care Center is preferred.

Education Required

No Degree