Executive Client Relations Specialist - Office of… at PNC · Remote

Summary: PNC is a leading financial services institution, and they are seeking an Executive Client Relations Specialist to support the Office of the Customer. This role involves resolving complex escalated customer complaints, acting as a liaison for various business lines, and ensuring effective communication and documentation throughout the complaint resolution process. Responsibilities: - Resolve complex escalated issues with a high customer and institutional impact that have reached an escalation point within the Retail business segments. Actively coaches and mentors for the escalation team - Via the telephone, will have incoming and outgoing client interactions to address cases that have been entered into the complaint tool. During the conversations, the consultant will connect with the client to understand their concerns and to reassure that the appropriate steps will be taken to bring the issue to resolution - Researches, analyzes, owns and coordinates the resolution with appropriate business leaders for complex escalated customer complaints, while taking into account regulatory, legal and investor requirements within the Retail business segments' customer channels - Documents the problem resolution process for each investigated complaint assigned to their workflow. Responds to escalated issues via verbal responses and may leverage written responses for more complex issues - Acts as a point person/subject matter expert for any escalated issues from the Retail business segments. Facilitates problem resolution with internal and external stakeholders Required Qualifications: - Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role - Roles at this level typically require a university / college degree with < 1 year of professional experience and/or successful completion of a formal development program - In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered - Bachelors Preferred Qualifications: - Prior Retail Support/Escalations experience is preferred for this opportunity - Preferred experience in: Complaint resolutions, Complaint Management Systems & Tools, Client Facing experience - Preferred Product Knowledge: Retail Products & Services including Consumer Lending (Mortgage, Home Equity Lines of Credit & Auto) - Accountability, Customer Complaint Resolution, Customer Support, Data Entry, Problem Resolution, Technical Support, Technical Troubleshooting Required Skills: Complaint Management Systems, Retail Products & Services, Consumer Lending, Customer Complaint Resolution, Customer Support, Data Entry, Technical Support, Technical Troubleshooting, Risk Management, Customer Experience Management, Conflict Management, Effective Communications 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; and years of service