Sales & Service Representative-Customer Care Center

About the role

A Sales & Service Representative within PNC's Customer Care Center organization handles customer inquiries such as filing disputes, assisting with online banking questions, and other various tasks. A majority of the calls are service related and we expand the conversation by presenting products and services that will grow their relationship with PNC. In some instances customers are inquiring on a specific product or service and we educate them on best options for their individual situation.

Responsibilities

• Performs customer service and sales support activities and initiatives.
• Transitions service conversations to present sales opportunities to increase share of wallet to customers, handles inquiries, and offers home secured lending products.
• Supports a complex dedicated suite of products/services, and/or leverages an advanced process or tool to support external customers.
• Delivers CARES model to customers and service partners.
• Receives, investigates, and responds to customer service and sales inquiries regarding products, services and issues via all channels through which customers are served.
• Supports the transition of service conversations to present sales opportunities to increase share of wallet to customers, handles inquiries, and offers home secured lending products.
• Supports a complex dedicated suite of products/services, and/or leverages an advanced process or tool to support external customers.
• Delivers CARES model to customers and service partners.
• Receives, investigates, and responds to customer service and sales inquiries regarding products, services and issues via all channels through which customers are served.
• Supports the transition of service conversations to present sales opportunities to increase share of wallet to customers, handles inquiries, and offers home secured lending products.
• Supports a complex dedicated suite of products/services, and/or leverages an advanced process or tool to support external customers.
• Delivers CARES model to customers and service partners.
• Receives, investigates, and responds to customer service and sales inquiries regarding products, services and issues via all channels through which customers are served.
• Supports the transition of service conversations to present sales opportunities to increase share of wallet to customers, handles inquiries, and offers home secured lending products.
• Supports a complex dedicated suite of products/services, and/or leverages an advanced process or tool to support external customers.
• Delivers CARES model to customers and service partners.
• Receives, investigates, and responds to customer service and sales inquiries regarding products, services and issues via all channels through which customers are served.

Requirements

• Must be able to provide a dedicated, confidential work space which includes a door that can be closed for privacy.
• Must possess a cell phone, tablet, or smart watch capable of downloading and running the PingID application.
• Must have a 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 position may be eligible for remote work in select geographic locations, subject to approval by PNC.
• Requires 1+ years 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.
• Home Lending Designated Lender Certification - PNC Financial Services Group, Inc.
• Candidates being considered for this position will be subject to additional background checks as required by Consumer Financial Protection Bureau regulations.

Qualifications

• Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role.
• Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position.
• 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, Effective Communications, Fraud Detection and Prevention, Knowledge of a Specific Customer Support Function, Managing Multiple Priorities, Problem Solving, Products and Services, Selling, Tech Savvy.

Skills

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

Benefits

• PNC provides a comprehensive range of benefits to meet your needs now and in the future.
• Depending on your eligibility, options for full-time employees include: medical/prescription drug coverage (with a Health Savings Account feature), dental and vision options; employee and spouse/child life insurance; short and long-term disability protection; 401(k) with PNC match, pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption, surrogacy, and doula reimbursement; educational assistance, including select programs fully paid; a robust wellness program with financial incentives.
• PNC generally provides the following paid time off, depending on your eligibility: maternity and/or parental leave; up to 11 paid holidays each year; 9 occasional absence days each year, unless otherwise required by law; between 15 to 25 vacation days each year, depending on career level; and years of service.

Pay

Base Salary: $33,750.00 – $67,500.00
Salaries may vary based on geographic location, market data and on individual skills, experience, and education.

Schedule

Variety of shifts available between 10:00am - 9:00pm Eastern Time all include either a permanent or rotating weekend day. Weekend hours are 7:45am-5:00pm Eastern Time.

Benefits

• PNC provides a comprehensive range of benefits to meet your needs now and in the future.
• Depending on your eligibility, options for full-time employees include: medical/prescription drug coverage (with a Health Savings Account feature), dental and vision options; employee and spouse/child life insurance; short and long-term disability protection; 401(k) with PNC match, pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption, surrogacy, and doula reimbursement; educational assistance, including select programs fully paid; a robust wellness program with financial incentives.
• PNC generally provides the following paid time off, depending on your eligibility: maternity and/or parental leave; up to 11 paid holidays each year; 9 occasional absence days each year, unless otherwise required by law; between 15 to 25 vacation days each year, depending on career level; and years of service.

Disability Accommodations

If an accommodation is required to participate in the application process, please contact us via email at AccommodationRequest@pnc.com. Please include “accommodation request” in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses.

Equal Employment Opportunity

PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.