- Performing testing on new customer implementations.
- Conduct training with new customers.
- Provide ongoing support to book of invoice automation customers.
- Conduct touch point meetings with each customer.
- Provide problem solving and troubleshooting for your customers; this would be looking at how things are working with the software and finding the issue, and fixing it, or working with the developers of the software to get it fixed.
- Have a clear understanding of customer set up so you can review and test new implementations and changes they want to make to the system.
- Understanding of purchase order matching to assist customers with that functionality.
- 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.
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Escalations Representative Lead - Remote, United States - PNC
Description
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 Lead within PNC's Invoice Manager organization, you will be based in any location in the PNC footprint. 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.The ideal candidate should have:
• AP (Accounts Payable) experience
•Customer service experience
•Knowledgeable in computer applications
•Not afraid of working on and learning new computer applications
•Not afraid to jump in and learn on own
•Comfortable delivering training to customers
•Knowledge of Invoice Automation a plus
Job Description
PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:
Competencies
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 Experience Management. – Implements the strategies and techniques used to ensure that customers have a positive experience with the organization and its products and services at every touch point.Customer Interaction – Knowledge of and ability to utilize practices, tools, and techniques for communicating with a customer.Decision Making and Critical Thinking – Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately, and reach productive decisions.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.Information Capture – Knowledge of the processes and the ability to identify, capture and document relevant business information in an auditable, organized, understandable and easily retrievable manner.Interpersonal Relationships – Knowledge of the techniques and the ability to work with a variety of individuals and groups in a constructive and collaborative manner.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.Products and Services – Knowledge of major products and services and product and service groups; ability to apply this knowledge appropriately to diverse situations.Work Experience
Roles at this level typically require a university / college degree, with 2+ years of relevant professional experience. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.Education
BachelorsAdditional Job Description
Base Salary: $45,000 - $97,175
Salaries may vary within the range based on geographic location, market data and on individual skills, experience, and education.
Incentive: 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 48 business hours from 04/23/2024, although longer with business discretion.
Benefits
PNC offers employees 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; maternity and parental leave; paid holidays, vacation days and occasional absence time; 401(k), pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption assistance; educational assistance and a robust wellness program with financial incentives. To learn more about these and other programs, including benefits for part-time employees, visit > New to PNC.
Disability Accommodations Statement:
If an accommodation is required to participate in the application process, please contact us via email at 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 andsay "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.
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.
