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 Managed Account Specialist within PNC's Investment's organization, you will be based in Cleveland OH, Charlotte NC, Pittsburgh PA.
Performs advanced customer service activities and initiatives for specialized products and services. Supports a complex dedicated suite of products/services, services a sophisticated client base, and/or leverages an advanced process or tool to support internal and external customers. Focus on problem resolution that occurs across multiple channels for our customers. Delivers CARES model to customers and service partners.
Receives, investigates and responds to customer inquiries regarding complex products, services and issues via all channels through which customers are served.
Resolves customer service inquiries and issues. Recommends appropriate solutions. Resolves the most complex or reoccurring issues, and identifies root cause and acts as an escalation point. May interact with higher levels within the customer organization.
Maintains high levels of customer satisfaction consistent with PNC's core values. Demonstrates commitment to quality. Serves as a coach or mentor and may serve as a trainer to the customer service team.
Documents customer interactions and completes service requests to minimize customer effort or additional action.
Manages Risk - Basic Experience
Assesses and effectively manages all of the risks associated with their business objectives and activities to ensure activities are in alignment with the bank's and unit's risk appetite and risk management framework.
Customer Focus - Basic Experience
Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions, and ability to leverage that information in creating customized customer solutions.
Job Specific Competencies
Accuracy and Attention to Detail - Extensive Experience
Understanding of the necessity and value of accuracy and attention to detail; ability to process information with high levels of accuracy.
Client Relationship Management - Working Experience
Knowledge and ability to determine and satisfy client needs and maintain a partnering relationship during engagements; includes influencing, communicating, presenting, facilitating, managing and developing others.
Decision Making and Critical Thinking - Working Experience
Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
Effective Communications - Working Experience
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.
Fraud Detection and Prevention - Basic Experience
Knowledge of and ability to utilize processes, tools, and techniques for detecting, addressing and preventing fraudulent situations.
Managing Multiple Priorities - Working Experience
Knowledge of effective self-management practices and ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.
Problem Solving - Working Experience
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 - Working Experience
Knowledge of major products and services and product and service groups; ability to apply this knowledge appropriately to diverse situations.
Customer Experience Management. - Working Experience
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.
Tech Savvy - Working Experience
Advise, educate and engage clients on a variety of technological tools and resources allowing them to explore solutions to achieve their goals and financial well being.
FINRA Series 7 and 63 (or 66) required.
Required Education and 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 and experience (including military service) may be considered.
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