Executive Client Relations Specialist - Office of the Customer
PNC · United States
- Hybrid
- Full-time
- $104,650 / year
- United States
Job highlights
- Resolve complex customer issues impacting business.
- Handle escalated customer complaints daily.
- Collaborate with business leaders on resolutions.
- Document and communicate problem resolutions.
- Act as a subject matter expert.
About the role
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 Executive Client Relations Specialist you will be within PNC's Office of the Customer (OOTC) organization, supporting Executive Client Relations (ECR). This is a remote position. Work may be performed from a quiet, confidential space in a home location, approved by PNC.
The schedule for this position is Monday through Friday from 8:00am to 5:00pm EST.
Key Responsibilities
- Resolve complex escalated issues with a high customer and institutional impact that have reached an escalation point within the Retail business segments.
- Actively coach and mentor the escalation team.
- Engage in incoming and outgoing client interactions via telephone to address cases entered into the complaint tool. Connect with clients to understand concerns and reassure that appropriate steps will be taken to resolve the issue.
- Research, analyze, own, and coordinate the resolution with appropriate business leaders for complex escalated customer complaints, considering regulatory, legal, and investor requirements within Retail business segments' customer channels.
- Document the problem resolution process for each investigated complaint.
- Respond to escalated issues verbally and may leverage written responses for more complex issues.
- Act as a point person/subject matter expert for escalated issues from Retail business segments.
- Facilitate problem resolution with internal and external stakeholders.
- Accountable for mitigation of operational, financial, legal, and reputational risk.
- Act as a customer advocate in accordance with risk standards and controls.
- Identify trends or situations with potential risk or negative customer experience implications and escalate for review or root cause analysis.
Preferred Experience
- Prior Retail Support/Escalations experience is preferred.
- Complaint resolutions.
- Complaint Management Systems & Tools.
- Client Facing experience.
- Retail Products & Services including Consumer Lending (Mortgage, Home Equity Lines of Credit & Auto).
Key Skills/Competency
- Executive Client Relations Specialist
- Customer Complaint Resolution
- Problem Solving
- Risk Management
- Conflict Management
- Customer Experience Management
- Client Facing Experience
- Retail Products & Services
- Negotiation
- Communication
Skills & topics
- Executive Client Relations Specialist
- Customer Relations
- Client Relations
- Escalation Management
- Complaint Resolution
- Customer Support
- Risk Management
- Problem Solving
- Customer Service
- Retail Banking
How to get hired
- Tailor your resume: Highlight experience in customer complaint resolution, retail support, and specific product knowledge like consumer lending. Use keywords from the job description.
- Craft a compelling cover letter: Emphasize your ability to manage complex escalated issues and your customer advocacy skills.
- Prepare for behavioral questions: Be ready to discuss conflict management, problem-solving, and how you handle high-risk situations.
- Understand PNC's values: Research PNC's commitment to customer focus and risk management. Align your responses with their enterprise risk framework.
Technical preparation
Familiarize yourself with complaint management systems.,Review common retail banking products.,Understand regulatory and legal requirements.,Practice documenting complex issues accurately.
Behavioral questions
Describe a time you resolved a complex customer issue.,How do you handle high-pressure customer interactions?,Give an example of managing multiple priorities.,How do you ensure accountability in your work?
Frequently asked questions
- What is the work arrangement for the Executive Client Relations Specialist role at PNC?
- This Executive Client Relations Specialist position at PNC is a remote role. While work can be performed from an approved home location, occasional in-office participation may be required based on business needs.
- What type of customer issues will an Executive Client Relations Specialist handle at PNC?
- An Executive Client Relations Specialist at PNC will handle complex and high-risk customer complaints and concerns that have reached the highest escalation point within the enterprise, particularly within Retail business segments.
- Is prior retail support or escalations experience necessary for this PNC role?
- Prior retail support and escalations experience is preferred for the Executive Client Relations Specialist opportunity at PNC. Experience with complaint resolutions and complaint management systems is also highly valued.
- What are the expected working hours for the Executive Client Relations Specialist position?
- The schedule for the Executive Client Relations Specialist role at PNC is Monday through Friday, from 8:00 AM to 5:00 PM EST.
- What are the key competencies for an Executive Client Relations Specialist at PNC?
- Key competencies for this role include Conflict Management, Customer Experience Management, Customer Interaction, Decision Making and Critical Thinking, Effective Communications, Influencing, Managing Multiple Priorities, Organizational Savvy and Politics, Problem Solving, and Risk Management.
- Does PNC offer sponsorship for this Executive Client Relations Specialist position?
- No, PNC will not provide sponsorship for employment visas or participate in STEM OPT for this Executive Client Relations Specialist position.
- What kind of product knowledge is preferred for this PNC role?
- Preferred product knowledge for the Executive Client Relations Specialist role includes Retail Products & Services, particularly Consumer Lending such as Mortgage, Home Equity Lines of Credit, and Auto loans.
- How can I ensure my application stands out for the Executive Client Relations Specialist job?
- To make your application stand out for the Executive Client Relations Specialist role at PNC, emphasize your experience in resolving complex escalations, your client-facing skills, and your understanding of risk management. Tailor your resume to match the preferred skills and competencies listed.