Sales & Service Representative - Customer Care Center

About the Role

PNC values its employees as its key competitive advantage and strives to create an inclusive environment where everyone feels respected and can contribute to success. The Sales & Service Representative at PNC’s Customer Care Center manages customer inquiries ranging from dispute filing to online banking assistance, primarily focusing on customer service calls. This role also involves introducing customers to products and services suited to their individual needs, enhancing their relationship with PNC.

Responsibilities

• Provide customer service and sales support by handling inquiries, filing disputes, and educating customers about suitable banking products, including home secured lending.
• Utilize the CARES model to deliver excellent customer care and service support.
• Manage customer interactions across various channels, investigating and resolving issues while maintaining high customer satisfaction.
• Transition service discussions into sales opportunities to expand customer engagement and bank share of wallet.
• Document all customer interactions thoroughly to reduce customer effort and ensure issue resolution.

Work Environment Expectations

• Maintain a dedicated, private workspace with a door for confidentiality.
• Own a cell phone, tablet, or smartwatch capable of running the PingID application.
• Have a wired high-speed internet connection (minimum 20 Mbps for both download and upload) - wireless connections are not supported.
• Work shifts are scheduled between 10:00am and 9:00pm Eastern Time, including weekends on fixed or rotating schedules.
• Remote work is location-dependent and requires approval; occasional in-office attendance may be necessary.

Requirements

• Typically requires at least 1 year of related experience or equivalent combination of education, certification, and experience including military service.
• High school diploma or GED is preferred but not mandatory.
• Certification as a Home Lending Designated Lender by PNC is required.
• Background checks will be performed in compliance with Consumer Financial Protection Bureau regulations.

Preferred Competencies

• Strong accountability and a focus on continuous improvement.
• Excellent decision-making and relationship-building abilities.
• Proficiency in customer service and technical support functions.
• Attention to detail, multitasking capability, and problem-solving skills.
• Knowledge of fraud detection, selling techniques, and customer experience management.

Compensation and Benefits

• Salary range between $33,750 and $67,500 annually, varying by location, experience, and skill level.
• Incentive eligibility based on individual, business, and company performance.
• A comprehensive benefits package including medical, dental, vision, life insurance, disability coverage, 401(k) with company match, pension, stock purchase plans, dependent care accounts, child/elder care backup, adoption and surrogacy assistance, educational programs, and wellness incentives.
• Paid time off includes maternity/parental leave, up to 11 holidays, 9 occasional absence days, and 15-25 vacation days based on tenure and position level.

Equal Opportunity and Accommodations

PNC is committed to inclusive hiring and providing reasonable accommodations upon request during the application process. Applicants requiring assistance can contact the company confidentially.

PNC prohibits discrimination on the basis of race, sex, religion, disability, veteran status, or other protected categories. Hiring abides by regulations disallowing individuals with certain criminal histories per financial industry laws.

Additional Information

• This position does not present visa sponsorship or STEM OPT participation.
• Applicants must have the capacity to adhere to the Federal Deposit Insurance Act and SAFE Act requirements.
• For California residents, PNC provides privacy notices about the use of personal information in hiring.