Customer Service Representative - Business Banking

Overview

PNC values its employees as its greatest asset, fostering a respectful, inclusive environment where everyone can contribute to success. This role entails delivering superior service to PNC's business clients, particularly in the Business Banking Care Center.

Role Details

The position involves handling 50 to 60 inbound calls daily, addressing customer concerns, providing support for technology issues, and answering general inquiries related to business and consumer accounts. Products supported include deposits, lending, and credit card services. Prior experience at PNC’s Care Center is preferred.

Work Schedule and Environment

Available shifts range between 8:00 AM and 9:00 PM EST, Monday through Friday, including some weekend hours. Remote work is possible for approved candidates within certain locations, requiring a confidential home workspace with privacy and a door, alongside a wired high-speed internet connection (minimum 20 Mbps) meeting specific criteria (no DSL, Satellite, cellular or wireless connections). Occasional onsite presence may be necessary.

Key Responsibilities

• Deliver specialized customer service supporting complex products and a sophisticated client base, focusing on solving issues across multiple communication channels.
• Address and investigate inquiries about PNC’s products and services, delivering resolutions or escalating complex situations as needed.
• Maintain exemplary customer satisfaction aligned with PNC’s core values and quality standards.
• Accurately document all customer interactions and complete service requests efficiently to reduce customer effort.
• Embrace PNC’s CARES model and demonstrate commitment to risk management and customer-centric decision making.

Qualifications and Skills

• Typically requires a minimum of one year related experience; no formal degree required but a combination of education, certification, and experience is considered.
• Critical skills include accountability, continuous improvement, customer service excellence, decision making, relationship building, and providing technical support.
• Competencies encompass attention to detail, client relationship management, effective communication, fraud detection, multitasking, problem-solving, and technology proficiency.

Compensation and Benefits

Base salary ranges between $33,750 and $67,500 annually, varying by location, experience, and qualifications. Incentive payments are tied to company and individual performance.

PNC offers extensive benefits including medical, dental, vision, life insurance, disability protection, 401(k) with matching, pension and stock purchase plans, child/elder care reimbursement, adoption support, educational assistance, and wellness programs. Paid time off includes maternity/parental leave, 11 holidays, occasional absences, and 15 to 25 vacation days depending on tenure.

Diversity and Accessibility

PNC maintains an inclusive workplace and provides accommodations for applicants with disabilities upon request. Equal Employment Opportunity is practiced regardless of demographic or personal characteristics. Employment eligibility requires compliance with applicable financial regulations.

Additional Information

• Applicants must provide a confidential home workspace and meet internet connectivity requirements to qualify for remote work.
• Visa sponsorship and STEM OPT participation are not available for this role.
• Application window is generally two business days from the posted date, subject to extension.