Sales Representative Specialist-Business Banking Outbound - Full-time / Part-time

Position Overview


At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. As a(n) [position title] within PNC's [name of division] organization, you will be based in [city/state location of position].

Job Profile

• Performs customer service and sales support activities and initiatives. Transitions the conversation to present sales opportunities to increase share of wallet to higher valued customers, handles inquiries, and cross-sells home secured lending products. Specialty roles support a complex dedicated suite of products/services, service a sophisticated client base, and/or leverages an advanced process or tool to support internal and 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. Interacts with line of business partners. Performs outbound call activities as defined by business needs.
• Cross-sells applicable products and services. Recommends appropriate solutions. Follows defined treatments and/or employs active listening skills to present alternative solutions.
• Resolves customer service inquiries and issues. Recommends appropriate solutions. Maintains high levels of customer satisfaction consistent with PNC's core values. Demonstrates commitment to quality. Resolves the most complex or reoccurring issues where appropriate, and identifies root cause and may act as an escalation point
• Documents customer interactions and thoroughly completes service requests to minimize customer effort or additional action.

Core Competencies

Manages Risk - Basic Experience

• Assesses and effectively manages all of the risks associated with their business objectives and activities to ensure activities are in alignment with the bank's and unit's risk appetite and risk management framework.

Customer Focus - Basic Experience

• Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions, and ability to leverage that information in creating customized customer solutions.

Job Specific Competencies

Products and Services - Working Experience

• Knowledge of major products and services and product and service groups; ability to apply this knowledge appropriately to diverse situations.

Effective Communications - Working Experience

• Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

Managing Multiple Priorities - Working Experience

• Ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.

Accuracy and Attention to Detail - Extensive Experience

• Understanding of the necessity and value of accuracy and attention to detail; ability to process information with high levels of accuracy.

Customer Interaction - Basic Experience

• Knowledge of and ability to utilize practices, tools, and techniques for communicating with a customer.

Knowledge of a Specific Customer Support Function - Basic Experience

• Knowledge of and ability to assist customers with a specific type of support.

Customer Experience Management. - Working Experience

• Implements the strategies and techniques used to ensure that customers have a positive experience with the organization and its products and services at every touch point.

Problem Solving - Basic Experience

• Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply this knowledge appropriately to diverse situations.

Tech Savvy - Working Experience

• Advise, educate and engage clients on a variety of technological tools and resources allowing them to explore solutions to achieve their goals and financial well being.

Selling. - Working Experience

• Applies knowledge of banking products and services to meet customer needs and enable them to achieve their financial goals. Identifies prospecting approaches to identify potential customers and create opportunities to sell financial solutions and ideas to customers.

Required Education and Experience


Roles at this level typically do not require a university / college degree, but do require related experience or product knowledge to accomplish primary duties. Typically requires 1+ years of related experience. In lieu of a degree, a comparable combination of education and experience (including military service) may be considered.

EEO Statement

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