Licensed Customer Service & Support Specialist Supervisor - PNC Wealth Management

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. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company's success. As a Licensed Customer Service & Support Specialist Supervisor within PNC's Wealth Management organization, you will be remote. This position may be eligible for remote work in select geographic locations, subject to approval by PNC. If approved, work must be conducted from a quiet, secure, and confidential home-based workspace. Occasional in-office participation may be required based on business needs. PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position. Job Description 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. PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be: 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. 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: Include Intentionally - Cultivates diverse teams and inclusive workplaces to expand thinking. Live the Values - Role models our values with transparency and courage. Enable Change - Takes action to drive change and innovation that will transform our business. Achieve Results - Takes personal ownership to deliver results. Empowers and trusts others in decision making. Develop the Best - Raises the bar with every talent decision and guides the achievement of all employees and customers. Qualifications Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position. Preferred Skills Accountability, Continual Improvement Process, Customer Interactions, Customer Service, Decision Making, Relationship Building, Results-Oriented, Technical Support Competencies Client Relationship Management, Customer Experience Management., Decision Making and Critical Thinking, Effective Communications, Problem Solving, Process Management, Tech Savvy Work Experience Roles at this level typically require a university / college degree, with 3+ years of industry-relevant experience. An operations or production environment position typically requires 2 years of previous managerial experience. In lieu of a degree,