Job Description
Note: The job is a remote job and is open to candidates in USA. PNC Bank is dedicated to delivering the best experience for customers and fostering an inclusive workplace culture. The Sales & Service Representative role involves handling customer inquiries, educating customers on products, and transitioning service conversations into sales opportunities to enhance customer relationships. Responsibilities Performs customer service and sales support activities and initiatives Transitions service conversations to present sales opportunities to increase share of wallet to customers, handles inquiries, and offers home secured lending products Supports a complex dedicated suite of products/services, and/or leverages an advanced process or tool to support external customers Delivers CARES model to customers and service partners Receives, investigates, and responds to customer service and sales inquiries regarding products, services and issues via all channels through which customers are served Refers applicable products and services Recommends appropriate solutions Follows defined treatments and/or employs active listening skills to present alternative solutions Resolves customer service inquiries and issues Recommends appropriate solutions Maintains high levels of customer satisfaction consistent with PNC's core values Demonstrates commitment to quality Resolves more complex or reoccurring issues where appropriate, and identifies root cause Documents customer interactions and thoroughly completes service requests to minimize customer effort or additional action Skills 1+ years of related experience Home Lending Designated Lender Certification - PNC Financial Services Group, Inc High school diploma or GED (or equivalent experience) Ability to provide a dedicated, confidential work space Possess a cell phone, tablet, or smart watch capable of downloading and running the PingID application High-speed internet service with a direct wired connection to a cable or fiber modem and router, capable of at least 20 mbps download and upload speeds Wired connection in the room with the modem and router Ability to manage customer service inquiries and issues Ability to document customer interactions and complete service requests Knowledge of the values and practices that align customer needs and satisfaction Ability to assess and manage risks associated with business objectives and activities Accountability Continual Improvement Process Customer Interactions Customer Service Decision Making Relationship Building Results-Oriented Technical Support Benefits 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 Maternity and/or parental leave Up to 11 paid holidays each year 9 occasional absence days each year, unless otherwise required by law Between 15 to 25 vacation days each year, depending on career level Company Overview PNC is a financial service company providing bank deposits products and services to its community. It was founded in 1845, and is headquartered in Pittsburgh, Pennsylvania, USA, with a workforce of 10001+ employees. Its website is