Cust Serv & Supp Supv- CCC at PNC Financial Services Group in New Braunfels, Texas

Job Description:

Job Profile

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. As a Customer Service & Support Supervisor, you will be based onsite in New Braunfels, TX. You will lead a team of service consultants within PNC's Customer Care Center, and be responsible for consistent engagement, coaching & development of employees, and achieving specific business objectives for your work group.

Job Description

• Leads the day-to-day activities of a team in a contact center or client service environment. Achieves specific outcomes and key indicators for their work group in order to optimize performance. Delivers CARES model to customers and service partners.


• Accountable for the performance for a customer service team. Review team behaviors and identifies trends to drive employee engagement and performance outcomes.


• Ensures that reporting is accurate and completed in a timely manner. Conducts problem solving locally to own issues and shares continuous improvement opportunities with leadership.


• Collaborates with business partners to meet customer and employee needs in a responsive, efficient manner. May help manage workforce functions of the group. Manages escalated issues and interacts with customers.


• Inspires, motivates, grows and develops customer service staff. Leads change efforts and owns all outcomes. Effectively plans, organizes, directs, analyzes and evaluates staff and processes.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

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  Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.


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  Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.

PNC also has fundamental expectations of our people managers. As a manager of talent in PNC, you will be expected to:

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  Include Intentionally - Cultivates diverse teams and inclusive workplaces to expand thinking.


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  Live the Values - Role models our values with transparency and courage.


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  Enable Change - Takes action to drive change and innovation that will transform our business.


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  Achieve Results - Takes personal ownership to deliver results. Empowers and trusts others in decision making.


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  Develop the Best - Raises the bar with every talent decision and guides the achievement of all employees and customers.

Competencies

Customer Experience Management. – 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.

Decision Making and Critical Thinking – Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately, and reach productive decisions.

Effective Communications – 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 – Knowledge of and ability to utilize processes, tools, and techniques for detecting, addressing and preventing fraudulent situations.

Problem Solving – 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 – Knowledge of major products and services and product and service groups; ability to apply this knowledge appropriately to diverse situations.

Tech Savvy – 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.

Work Experience

Roles at this level typically do not require a university / college degree, but do require related experience or product knowledge to accomplish primary duties. Typically requires 3+ years of related experience. In lieu of a degree, a comparable combination of education and experience (including military service) may be considered.

Education

No Degree

Disability Accommodations Statement:

The PNC workplace is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the PNC Careers website or submission process, please call 877-968-7762 and select Option 4: Recruiting or contact us via email at pathfinder@pnc.com. 

The Human Resources Service Center hours of operation are Monday - Friday 9:00 AM to 5:00 PM ET.

Equal Employment Opportunity (EEO):

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.

California Residents

Refer to the California Consumer Privacy Act Privacy Notice to gain understanding of how PNC may use or disclose your personal information in our hiring practices.

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