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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in advanced customer service activities, including coaching and mentoring teams, resolving complex inquiries, and maintaining high customer satisfaction. Proficient in decision making, problem solving, and effective communication within customer service environments.
Highest-signal resume keywords
Customer Experience ManagementCoaching OthersDecision MakingProblem SolvingFraud Detection and Prevention
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer ServiceTechnical SupportProduct KnowledgeAttention to DetailComplex Issue Resolution
Soft Skills
Effective CommunicationCoaching and MentoringManaging Multiple Priorities
Certifications & Qualifications
Job-Specific Certification
Industry Keywords
Customer SatisfactionCARES ModelEscalation PointService PartnersRoot Cause Analysis
About the role
Key responsibilities & impact- Perform advanced customer service activities
- Act as an escalation point and subject matter resource
- Coach and mentor the customer service and support team
- Deliver the CARES model to customers and service partners
- Receive, investigate, and respond to customer inquiries about complex products, services, and issues through all customer service channels
- Resolve customer service inquiries and issues
- Document customer interactions and complete service requests
- Recommend appropriate solutions
- Resolve complex or recurring issues, identify root causes, and act as an escalation point
- Interact with higher levels within the customer organization
- Maintain high customer satisfaction consistent with PNC's core values
- Collaborate with service partners on complex issues
- Provide recommendations regarding employee performance to management
- Coordinate workflow and schedules and assist in team administration
Requirements
What you’ll need- Associates or equivalent degree, or comparable combination of education, job-specific certification(s), and experience may be considered in lieu of a degree
- Typically requires 3+ years of experience
- Related experience or product knowledge
- Knowledge of customer service and technical support
- Accuracy and attention to detail
- Coaching others
- Customer experience management
- Decision making and critical thinking
- Effective communications
- Fraud detection and prevention
- Managing multiple priorities
- Problem solving
- Products and services knowledge
- Tech savvy
- Must work from a quiet, secure, and confidential home-based workspace if approved for remote work
- PNC will not provide sponsorship for employment visas or participate in STEM OPT
Benefits
Comp & perks- 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 plan
- Stock purchase plan
- Dependent care reimbursement account
- Back-up child/elder care
- Adoption, surrogacy, and doula reimbursement
- Educational assistance, including select programs fully paid
- Robust wellness program with financial incentives
- Maternity and/or parental leave
- Up to 11 paid holidays each year
- 9 occasional absence days each year, unless otherwise required by law
- 15 to 25 vacation days each year, depending on career level
- Additional vacation based on years of service
- Remote work eligibility in select geographic locations, subject to approval
- Home-based workspace arrangement when approved for remote work