Licensed Escalations Representative Senior - PNC Wealth Management

Senior Licensed Escalations Representative within PNC Wealth Management. Remotely based within EST or CST with approval for select locations and occasional in-office participation. Resolves complex escalated issues affecting customers and institutions, coaches and mentors the escalation team, applies the CARES model, coordinates resolutions with business leaders, documents resolution processes, and acts as a subject matter expert for escalated issues from Retail segments. Advocates for customers, identifies trends impacting experience, and collaborates with internal/external stakeholders while aligning with risk management and regulatory investor requirements.