Customer Service Representative - Video Banking Job at PNC in Birmingham

Overview

Customer Service Representative - Video Banking. Based on site in Birmingham, AL. Part of PNC's Video Banking Center within the Customer Care Center organization. The role supports local branch staff by enabling high value sales and service interactions, with video banking transactions and on-demand teller capabilities.

Responsibilities

• Performs customer service activities and initiatives for a broad range of products, services and problem resolution across multiple channels, delivering CARES model to customers and service partners.
• Receives, investigates and responds to customer inquiries regarding products, services and issues via all customer channels.
• Resolves customer service inquiries and issues, recommends appropriate solutions, and refers complex or recurring issues as needed.
• Maintains high levels of customer satisfaction aligned with PNC values and demonstrates commitment to quality through interactions with customers and service partners.
• Documents customer interactions and completes service requests to minimize customer effort and additional action.

Team & Role Context

• Video Banking Machines are enhanced ATMs enabling customers to complete branch teller transactions via audio/video connection, supported by a dedicated Video Banking Team, available during extended hours (6 days a week).
• Position requires on-site presence in Birmingham, AL and does not provide visa sponsorship or STEM OPT for this role.

Qualifications

• Preferred Skills: Accountability, Banking, Client Loyalty, Customer Experience (CX), Customer Service, Identifying Opportunities, Leveraging Technology, Proactive Sales
• Competencies: Accuracy and Attention to Detail, Customer Experience Management, Decision Making and Critical Thinking, Effective Communications, Fraud Detection and Prevention, Knowledge of a Specific Customer Support Function, Managing Multiple Priorities, Problem Solving, Products and Services, Tech Savvy
• Work Experience: Roles at this level typically do not require a university/college degree, high school diploma or GED; typically <1 year of related experience. In lieu of a degree, a comparable combination of education, job-specific certification(s) and experience may be considered.
• Education: No specific degree required
• Certifications: No Required Certification(s)
• Licenses: No Required License(s)

Benefits

PNC offers a comprehensive range of benefits to help meet your needs now and in the future. Eligible full-time employees may have medical/prescription coverage, dental and vision, life insurance, disability protection, 401(k) with company match, pension and stock purchase plans, dependent care reimbursement, child/elder care accommodations, educational assistance, wellness programs, and paid time off including holidays, vacation, and other paid leave. Details vary by eligibility and employment status.

Disability Accommodations & EEO

If an accommodation is required to participate in the application process, contact AccommodationRequest@pnc.com with "accommodation request" in the subject line and include your name, job ID, and preferred contact in the email. Applicants may also call 877-968-7762 and say "Workday" for accommodation assistance. PNC provides reasonable accommodations for qualified individuals with disabilities.

PNC is an equal employment opportunity employer. We consider qualified applicants without regard to race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other protected characteristics. This position may be subject to applicable FDIA/Safe Act and FINRA requirements where applicable.