Customer Service & Support Representative Specialty Sr - Insight

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 call center Business Banking Cash Flow Insight Representative Senior, you will provide routine service and sales support to PNC business customers. This may involve questions regarding products, online banking and their business accounts including both inbound and outbound customer contact. You will communicate directly with customers, as well as internal and external service partners, to effectively resolve issues, questions, and service requests. Conversations with customers can take place through various channels, such as phone, email, and chat. The Customer Care Center is based in Kalamazoo, MI.


Job Profile

• Performs advanced customer service activities and initiatives for specialized products and services. Supports a complex dedicated suite of products/services, services a sophisticated client base, and/or leverages an advanced process or tool to support internal and external customers. Focus on problem resolution that occurs across multiple channels for our customers. Delivers CARES model to customers and service partners.
• Receives, investigates and responds to customer inquiries regarding complex products, services and issues via all channels through which customers are served.
• Resolves customer service inquiries and issues. Recommends appropriate solutions. Resolves the most complex or reoccurring issues, and identifies root cause and acts as an escalation point. May interact with higher levels within the customer organization.
• Maintains high levels of customer satisfaction consistent with PNC's core values. Demonstrates commitment to quality. Serves as a coach or mentor and may serve as a trainer to the customer service team.
• Documents customer interactions and 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

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.

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.

Decision Making and Critical Thinking - Working Experience

• Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately, and reach productive decisions.

Fraud Detection and Prevention - Basic Experience

• Knowledge of and ability to utilize processes, tools, and techniques for detecting, addressing and preventing fraudulent situations.

Problem Solving - Working 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.

Client Relationship Management - Working Experience

• Knowledge and ability to determine and satisfy client needs and maintain a partnering relationship during engagements; includes influencing, communicating, presenting, facilitating, managing and developing others.

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.

Required Education and Experience


Roles at this level typically require an Associates or equivalent degree as well as related experience or product knowledge to accomplish primary duties. Typically requires 3+ years 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