Note: The job is a remote job and is open to candidates in USA. PNC is a financial services company that prioritizes delivering the best experience for its customers. The Licensed Customer Service & Support Specialist Supervisor role involves managing a phone-based sales and service team to enhance client relationships and support branch partners effectively.
Responsibilities
- Leads the day-to-day activities of a specialized 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
- Collaborates with business partners to meet customer and employee needs in a responsive, efficient manner. Manages escalated issues and interacts with customers. Manages the customer experience process
- Ensures that reporting is accurate and completed in a timely manner. Conducts problem solving locally to own to issues and share when appropriate continuous improvement opportunities to the team. May help manage workforce functions of the group
- Accountable for the performance of the customer support team. Review team behaviors and identifies trends to drive employee engagement and outcomes
- 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
Skills
- FINRA Series 7 and 63 (or 65,66) required
- 3+ years of industry-relevant experience
- 2 years of previous managerial experience in an operations or production environment
- University / college degree or a comparable combination of education, job specific certification(s), and experience (including military service)
- Accountability
- Continual Improvement Process
- Customer Interactions
- Customer Service
- Decision Making
- Relationship Building
- Results-Oriented
- Technical Support
- FINRA Series 24 (or 9,10) preferred
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
Company Overview