Senior Escalations Representative

Date PostedJune 24, 2026LocationRemote (EST or CST)CompanyPNCSalary$52,500.00 - $87,500.00TypeSenior Level

Job Summary

This role involves resolving complex escalated customer issues within PNC's Wealth Management organization. The representative will act as a subject matter expert, coaching the escalation team and ensuring compliance with regulatory and legal requirements. The position requires strong problem-solving skills and the ability to advocate for the customer while managing institutional risk.

Responsibilities

Resolve complex customer escalations
Coach and mentor escalation team members
Analyze and document resolution processes
Coordinate with internal and external stakeholders
Identify and escalate negative customer experience trends

Required Skills

FINRA Series 7 & 63
Problem Resolution
Customer Support
Technical Troubleshooting
Data Entry
Critical Thinking

Job Details

Job Description Resolves complex escalated issues with a high customer and institutional impact that have reached an escalation point within the Retail business segments. Actively coaches and mentors for the escalation team. Delivers CARES model to customers and service partners. Researches, analyzes, owns and coordinates the resolution with appropriate business leaders for complex escalated customer complaints, while taking into account regulatory, legal and investor requirements within the Retail business segments' customer channels. Documents the problem resolution process for each investigated complaint assigned to their workflow. Responds to escalated issues via verbal responses and may leverage written responses for more complex issues. Acts as a point person/subject matter expert for any escalated issues from the Retail business segments. Facilitates problem resolution with internal and external stakeholders. Acts as a customer advocate in accordance with our Customer Advocacy Principles. Demonstrates commitment to quality. Identifies trends negatively impacting customer experience and escalates to the proper channels for root cause analysis. Qualifications - University / college degree with < 1 year of professional experience or comparable combination of education and experience. - FINRA Series 7 & 63 required. - Strong accountability and problem resolution skills.