• Respond to inbound customer calls, emails, and messages in a polite, friendly, and professional manner. • Provide accurate, valid, and complete information to customers. • Resolve customer issues and complaints efficiently and professionally. • Identify and assess customers' needs to achieve satisfaction. • Troubleshoot and resolve customer issues by providing appropriate solutions. • Escalate unresolved issues to higher-level support when necessary. • Maintain clear, concise, and courteous communication with customers. • Document all interactions and maintain accurate records of customer issues and resolutions. • Provide timely and effective follow-ups to ensure customer satisfaction. • Stay updated on product knowledge, company policies, and procedures. • Utilize available resources and tools to provide accurate information to customers. • Meet individual and team performance targets, including response time, resolution time, and customer satisfaction scores. • Continuously strive to improve efficiency and effectiveness in handling customer inquiries. • Work collaboratively with team members and other departments to resolve customer issues.

• Generate incident tickets in JIRA Service Desk • Provide application troubleshooting to resolve customer incident including walking the customer through error reporting and creating screenshots • Update Knowledge Base to support troubleshooting • Follow up on outstanding requests and ensure timely resolution • Escalate to Tiers 2 and 3 as needed based on escalation procedures • Identify requests that are system enhancements, document and escalate to manager for review • Additional duties and responsibilities as assigned

• 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.

• You’ll help customers, solve problems, escalate issues when necessary, and maintain high-quality communication at all times. • We look for individuals who are empathetic, proactive, solution-oriented, dependable, critical thinkers, and willing to work hard to create great experiences.