Customer Service Representative--Loss Avoidance And Service Desk

Job Profile

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. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success.
This is a remote position. Work may be performed from a quiet, confidential space in a home location, approved by PNC. This position may not be available in all geographic locations.
The work hours for this position are Monday-Friday 1p-10p.
• Effective communication – Clearly, consistently, and transparently
• Takes incoming customer, service partner and financial institution calls on existing Reg CC and fraud holds.
• Takes incoming customer and service partner calls for unposted credit transactions, stop payment and returned deposit issues
• Makes outbound calls and receives incoming calls from customers to confirm the validity of a check transaction and returned check inquiries
• Reviews and investigates customer cases, reports, and work for potential and actual loss; minimizes fraud, AML and/or organizational risk.
• Uses defined research procedures to identify and resolve issues.
• Follows standards and practices to mitigate fraud, AML and other risk exposure and loss. Shares best practices amongst the team and/or service partners.
Prepares and maintains appropriate documentation of analysis performed and coordinates with internal or external stakeholders as appropriate.

This is a remote position. Work may be performed from a quiet, confidential space in a home location, approved by PNC. This position may not be available in all geographic locations.

• Documents customer interactions and completes service requests to minimize customer effort or additional action.
• Resolves customer service inquiries and issues. Recommends appropriate solutions. Refers complex or reoccurring issues.
• Performs customer service activities and initiatives for a broad range of products, services and 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 products, services and issues via all channels through which customers are served.
• Maintains high levels of customer satisfaction consistent with PNC's core values. Demonstrates commitment to quality through customer and service partner interactions.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

• Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.
• Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.

Competencies

Accuracy and Attention to Detail – Understanding of the necessity and value of accuracy and attention to detail; ability to process information with high levels of accuracy.

Customer Experience Management. – 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.

Decision Making and Critical Thinking – Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately, and reach productive decisions.

Effective Communications – 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.

Fraud Detection and Prevention – Knowledge of and ability to utilize processes, tools, and techniques for detecting, addressing and preventing fraudulent situations.

Knowledge of a Specific Customer Support Function – Knowledge of and ability to assist customers with a specific type of support.

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

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

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

Tech Savvy – 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.

Work Experience

Roles at this level typically do not require a university / college degree, high school diploma or GED, however may require related experience or product knowledge to accomplish primary duties. Typically <1>

Education

No Degree

Additional

COMPENSATION

Base Salary: Commensurate with Experience

Benefits

PNC offers employees a comprehensive range of benefits to help 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; maternity and parental leave; paid holidays, vacation days and occasional absence time; 401(k), pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption assistance; educational assistance and a robust wellness program with financial incentives. To learn more about these and other programs, including benefits for part-time employees, visit pncbenefits.com > New to PNC.

Disability Accommodations Statement:

The PNC workplace is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the PNC Careers website or submission process, please call 877-968-7762 and select Option 4: Recruiting or contact us via email at [email protected].

The Human Resources Service Center hours of operation are Monday - Friday 9:00 AM to 5:00 PM ET.

Equal Employment Opportunity (EEO):

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.

California Residents

Refer to the California Consumer Privacy Act Privacy Notice to gain understanding of how PNC may use or disclose your personal information in our hiring practices.