Licensed Escalations Representative Senior - 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 Escalations Representative Senior within PNC 's Wealth Management organization, you will be remote within EST or CST.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
- 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.
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.
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, Customer Complaint Resolution, Customer Support, Data Entry, Problem Resolution, Technical Support, Technical Troubleshooting Competencies
Customer Experience Management., Customer Interaction, Decision Making and Critical Thinking, Effective Communications, Influencing, Interpersonal Relationships, Managing Multiple Priorities, Problem Solving Work Experience
Roles at this level typically require a university / college degree with Education
Associates Certifications
No Required Certification(s) Licenses
FINRA Series 7 & 63 required Pay Transparency
Base Salary: $52,500.00 – $87,500.00Salaries may vary based on geographic location, market data and on individual skills, experience, and education. Application Window
Generally, this opening is expected to be posted for two business days from 06/23/2026, although it may be longer with business discretion. Benefits
PNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include: medical/prescription d