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 an Internal Support Specialist within PNC's CIB organization, you will be based in Pittsburgh, PA. The shift for this role is 900 am to 600 pm. Job Profile Provides second line of support and leads problem solving and implementation efforts for customer problems. Supports a complex dedicated suite of productsservices, services a sophisticated client base andor leverages an advanced process or tool to support PNC customers. Delivers CARES model to customers and service partners. Identifies complex problems, troubleshoots, and provides advice and resolution to assist users. Provides coachingmentoring assistance for Internal Support Specialists. Coordinates with other departments or functional areas and specialized units to resolve complex customer problems when necessary. Escalates systemic issues. Analyzes and may make complex decisions on documentation against regulatory and legal requirements with potential significant financial impact to customers and the organization. Provides guidance to internal partners by making decisions regarding complex escalated customer inquiries concerning products or services. Reviews and maintains customer and account documentation. PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be 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. 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. Competencies 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. Customer Support Policies, Standards and Procedures - Knowledge of the organization's customer support policies, standards and procedures and ability to guide customers on all company interactions. 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. Interpersonal Relationships - Knowledge of the techniques and the ability to work with a variety of individuals and groups in a constructive and collaborative manner. 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.Pursues opportunities for continuous learning to obtain knowledge and build on ability to use technology tools, such as mobile tools and digital wallets. Work 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. Education No Degree (Required) 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-###-#### and select Option 4 Recruiting or contact us via email at pathfinderpnc.com.The Human Resources Service Center hours of operation are Monday - Friday 900 AM to 500 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. Associated topics: assist, front desk, service, support, support analyst, support specialist, technical, technician, technician ii, technician iv
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.