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Customer Service Representative

2 months ago

Prescott Valley, Arizona, United States PNC Financial Services Group Full time
Job Summary

PNC Financial Services Group is seeking a highly skilled and customer-focused individual to join our Retail Branch organization as a Teller. As a key member of our team, you will provide exceptional customer service, accurately process high-volume customer banking transactions, and develop banking product referral opportunities through strong customer relationship skills.

Key Responsibilities
  • Deliver a Unique Customer Experience: Provide personalized service to customers, improving their financial well-being and creating loyalty while increasing share of wallet.
  • Process Customer Interactions: Handle a variety of customer interactions, educating customers on alternatives available for their financial interactions and identifying banking opportunities during the interaction.
  • Identify Opportunities: Engage with customers to identify opportunities for referrals to branch staff or PNC ecosystem partners.
  • Perform Lobby Engagement Activities: Connect with customers, position PNC products to meet their needs, and educate customers on options for managing financial transactions using technology, tools, and resources.
  • Apply Product and Procedural Knowledge: Solve customer problems by applying product and procedural knowledge.
  • Adhere to Policies and Procedures: Demonstrate sound judgment within established limits, ensuring teller and branch daily operations and maintenance transactions are completed efficiently and accurately.
Requirements
  • Customer Focus: Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions.
  • Managing Risk: Assess and effectively manage all risks associated with business objectives and activities to ensure adherence to and support of PNC's Enterprise Risk Management Framework.
Preferred Skills
  • Accountability: Take ownership of customer interactions and transactions.
  • Banking: Possess knowledge of banking products and services.
  • Client Loyalty: Develop strong relationships with customers to increase loyalty and share of wallet.
  • Customer Experience (CX): Provide exceptional customer service to improve customer satisfaction and loyalty.
  • Customer Service: Handle customer inquiries and resolve issues in a timely and professional manner.
  • Identifying Opportunities: Identify opportunities for referrals to branch staff or PNC ecosystem partners.
  • Leveraging Technology: Use technology to improve customer experience and increase efficiency.
  • Proactive Sales: Develop banking product referral opportunities through strong customer relationship skills.
Competencies
  • Accuracy and Attention to Detail: Ensure accuracy and attention to detail in customer transactions and interactions.
  • Addressing Customer Needs: Provide personalized service to customers, addressing their needs and concerns.
  • Banking Products: Possess knowledge of banking products and services.
  • Digital Awareness: Stay up-to-date with digital trends and technologies to improve customer experience.
  • Effective Communications: Communicate effectively with customers, colleagues, and management.
  • Fraud Detection and Prevention: Identify and prevent fraudulent activities.
  • Managing Multiple Priorities: Prioritize tasks and manage multiple responsibilities to meet customer needs.
  • Matrix Management: Work effectively in a matrix management environment.
  • Problem Solving: Analyze and resolve customer problems in a timely and professional manner.
  • Understanding Customer Needs: Understand customer needs and preferences to provide personalized service.