Customer Support Specialist

2 weeks ago

Miamisburg, Ohio, United States PNC Financial Services Group Full time
Position Overview

At PNC Financial Services Group, our workforce is our most significant differentiator and competitive edge in the markets we operate. We are all committed to providing the finest experience for our clients. Each day, we collaborate to cultivate an inclusive workplace culture where all employees feel respected, valued, and have the opportunity to contribute to the organization's success.

As the Single Point of Contact (SPOC) within PNC's Consumer Support - Loss Mitigation division, you will operate remotely within the Central or Eastern time zones.

Working Hours
Monday - Thursday: 9:00 am EST - 6:00 pm EST
Friday: 10:00 am EST - 7:00 pm EST

This is a remote role. Work can be conducted from a quiet, confidential space in a home location approved by PNC.

Job Responsibilities
  • Engages with customers from the initial hardship inquiry through to the resolution of delinquency or liquidation. Utilizes all facets of default and core servicing to enhance the borrower experience throughout the default journey.
  • Interacts with clients, both verbally and in writing, who require hardship assistance. Provides guidance on payment obligations.
  • Collaborates with default and core servicing teams to collect information, gather necessary documentation, and strive to resolve or avert deficiencies. Ensures qualification steps are completed.
  • Monitors assigned work queues and workflows to meet objectives. Utilizes online systems to accurately document customer account details and maintain contact with clients.
  • Maintains and enhances knowledge of the current regulatory and compliance landscape. Adheres to all policies and procedures consistently.
Employee Expectations
PNC employees take pride in our reputation, and to continue building upon that, we expect our team members to be:
  • Customer-Centric - Knowledgeable of the values and practices that prioritize customer needs and satisfaction in all business decisions, leveraging that information to create tailored customer solutions.
  • Risk Management - Evaluating and effectively managing all risks associated with business objectives and activities to ensure compliance with PNC's Enterprise Risk Management Framework.
Qualifications

Successful candidates must demonstrate relevant knowledge, skills, and abilities for this role. Below are the skills, competencies, work experience, education, and required certifications/licensures necessary for success in this position.

Competencies
Attention to Detail, Collection Management, Conflict Resolution, Customer Engagement, Effective Communication, Adaptability, Product Knowledge, Multi-tasking, Problem Solving, Regulatory Knowledge - Financial Services

Experience
Positions at this level typically do not necessitate a university/college degree, but do require related experience or product knowledge to fulfill primary duties. Generally requires 1+ years of relevant experience. In lieu of a degree, a comparable combination of education, job-specific certifications, and experience (including military service) may be considered.

Education
No Degree Required

Certifications
No Required Certifications

Licenses
No Required Licenses

Compensation Transparency

Base Salary: $28, $55,500.00

Salaries may vary based on geographic location, market data, and individual skills, experience, and education.

Benefits

PNC offers a comprehensive range of benefits to meet your needs now and in the future. Depending on eligibility, options for full-time employees include: medical/prescription drug coverage (with a Health Savings Account feature), dental and vision options; life insurance for employees and dependents; short and long-term disability coverage; 401(k) with PNC match, pension and stock purchase plans; dependent care reimbursement; back-up child/elder care; adoption, surrogacy, and doula reimbursement; educational assistance, including select programs fully funded; and a robust wellness program with financial incentives.

Additionally, PNC generally provides the following paid time off, depending on eligibility*: maternity and/or parental leave; up to 11 paid holidays each year; 8 occasional absence days each year, unless otherwise mandated 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 PNC's official resources.

*For more information, please refer to the relevant links provided.

Disability Accommodations Statement

If an accommodation is required to participate in the application process, please reach out to us. All information provided will be kept confidential and used solely to provide necessary reasonable accommodations.

Equal Employment Opportunity (EEO)

PNC provides equal employment opportunities to qualified individuals regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.

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