Escalations Representative - Treasury Management Care Center

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. As an Escalations Representative within PNC's Treasury Management Care Center organization, you will be based anywhere within PNC's footprint.

As part of the Treasury Management Care Center Live Message (LM) support team, most of your time will be assisting clients in that channel. Occasional phone or email support may be required. Live message agents will move from task to task, working more than one LM case at a time and responding to client inquiries within our Service Level Agreement (SLA). This candidate will need excellent written communication skills and have familiarity with using resources such as Edge Knowledge Management and Seismic and will work closely with their Live Message team to resolve complex issues. Treasury Management experience is strongly preferred.

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.

Job Description

• Resolves complex escalated issues with a high customer and institutional impact that have reached an escalation point within assigned business segments. Balances customer and service partner demands received from multiple channels in an accelerated and challenging environment. Delivers CARES model to customers and service partners.
• Researches, analyzes, owns and coordinates the resolution with appropriate business leaders for complex escalated customer complaints in accordance with regulatory and investor requirements through all customer channels of the assigned business segment.
• Documents the problem resolution process for each investigated complaint assigned to their workflow. Responds to escalated issues via verbal responses and may leverage written responses for more complex issues.
• Acts as a point person/subject matter expert for any escalated issues from the assigned business segment. Facilitates problem resolution with internal and external stakeholders.
• Acts as a customer advocate in accordance with our Customer Advocacy Principles. Demonstrates commitment to quality. Identifies trends negatively impacting customer experience and escalates to the proper channels for root cause analysis.

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.

Qualifications

Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position.

Preferred Skills

Accountability, Customer Complaint Resolution, Customer-Support, Data Entry, Multitasking, Problem Resolution, Technical Support, Technical Troubleshooting, Technology Tools, Technology Use, Treasury Management

Competencies

Conflict Management, Customer Experience Management., Customer Interaction, Decision Making and Critical Thinking, Effective Communications, Flexibility and Adaptability, Fraud Detection and Prevention, Interpersonal Relationships, Managing Multiple Priorities, Problem Solving, Products and Services, Tech Savvy

Work 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 4+ years of related business or functional experience. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

Education

Associates

Certifications

No Required Certification(s)

Licenses

No Required License(s)

Pay Transparency

Base Salary: $34,000.00 – $82,550.00

Salaries may vary based on geographic location, market data and on individual skills, experience, and education. This role is incentive eligible with the payment based upon company, business and/or individual performance.

Application Window

Generally, this opening is expected to be posted for two business days from 04/02/2025, although it may be longer with business discretion.

Benefits

PNC offers 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; 401(k) with PNC match, pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption, surrogacy, and doula reimbursement; educational assistance, including select programs fully paid; a robust wellness program with financial incentives.

In addition, PNC generally provides the following paid time off, depending on your eligibility: maternity and/or parental leave; up to 11 paid holidays each year; 8 occasional absence days each year, unless otherwise required by law; between 15 to 25 vacation days each year, depending on career level; and years of service.

To learn more about these and other programs, including benefits for full time and part-time employees, visit Your PNC Total Rewards.

Disability Accommodations Statement

If an accommodation is required to participate in the application process, please contact us via email at AccommodationRequest@pnc.com. Please include “accommodation request” in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses.  Applicants may also call 877-968-7762 and say "Workday" for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

At PNC we foster an inclusive and accessible workplace.  We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions.

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.

This position is subject to the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA) and, for any registered role, the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and/or the Financial Industry Regulatory Authority (FINRA), which prohibit the hiring of individuals with certain criminal history.

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.