Consumer Support Specialist

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 a(n) [position title] within PNC's [name of division] organization, you will be based in [city/state location of position].Job ProfilePosition OverviewAt 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 a Consumer Support Specialist within PNC's Retail Lending - Default organization, you will be based in Kalamazoo, MI.Job DescriptionEnsures effective collection of an assigned group of delinquent accounts to minimize losses to the Bank, including escalated or large payment delinquencies. Provides excellent customer service and helps to Counsels customers regarding credit issues as necessary.Handles escalations/disputes and interprets documents/requests against applicable policies. Uses an online collections system to accurately document customer account information and contact customers for repayment .Explores new negotiating techniques that improve collection efforts. May train more junior associates .Educates customers on financial alternatives and the ramifications of their actions through counseling practices .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.CompetenciesAccuracy 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.Collection Management – Knowledge of and ability to develop collection strategies in all areas of collection and credit/financial reporting for an organization.Conflict Management – Understanding of how to anticipate, recognize, and deal effectively with existing or potential conflicts at the individual, group, or situation level; ability to apply this understanding appropriately to diverse situations.Customer Interaction – Knowledge of and ability to utilize practices, tools, and techniques for communicating with a customer.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.Flexibility and Adaptability – Knowledge of successful approaches, tools, and techniques for dealing with changes and adapting to a changing environment; ability to adapt as needed.Knowledge Of Product Line – Knowledge of methodologies, tools and techniques for specific products; ability to develop product line processes and strategies.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.Regulatory Environment - Financial Services – Knowledge of and ability to help an organization adapt to applicable federal, state, local, and company-specific regulations, policies, and guidelines affecting business practices.Work ExperienceRoles at this level typically do not require a university / college degree, high school diploma or GED, 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.EducationNo DegreeDisability 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 pathfinder@pnc.com. 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.