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    Consumer Support Specialist Sr. - Cincinnati, United States - PNC

    PNC
    PNC Cincinnati, United States

    2 weeks ago

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    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 a Consumer Support Specialist Sr. within PNC's Commercial Equipment Finance Servicing organization, you will be based in Cincinnati, OH.


    This position requires the availability to work a schedule of 8:00am - 5:00pm , Monday - Friday, with the expectation of working 2 days a month in office (every other Tuesday).


    This position is responsible for the intake of Commercial and Corporate client care concerns via email or phone call, who have questions or issues with their equipment leasing and lending.


    This includes but is not limited to:
    the immediate resolution of account issues

    processing refunds

    processing audit confirmations

    The ideal candidate will meet the following qualifications:
    banking experience needed

    customer focused experience

    Job Description

    Ensures effective collection of a higher-risk assigned group of delinquent accounts to minimize losses to the bank. Provides excellent customer service and helps to counsel customers regarding credit issues as necessary.


    Resolves the most complex escalations/disputes and interprets the most complex documents/requests against applicable policies, as the most senior technical expert.

    Exercises the highest level authority based on authorized guidelines.

    Recommends process improvements. May train more junior associates. May lead the work of junior level processors.

    Responds to a variety of client, vendor and customer requests. May communicate with attorneys, vendors and other third parties, and insurance agencies on more complex cases. Monitors assigned collection queues and work flows to ensure goals are met.

    Maintains and develops knowledge of current regulatory and compliance environment. Adheres to all policies and procedures at all times.

    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.

    Competencies


    Accuracy 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 Experience


    Roles at this level typically require an Associates or equivalent degree as well as related experience or product knowledge to accomplish primary duties.

    Typically requires 3+ years experience.

    In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

    Education

    Associates

    Additional Job Description

    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 and say "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.
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