Position OverviewAt 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 Customer Service Representative Lead within PNC's Treasury Management Care Center organization, you will be based remotely. • Candidate will be located within Pacific Standard Time zone• Shift will be 8:00 AM - 5:00 PM PST / 11:00 AM - 8:00 PM EST• Bilingual in Spanish preferredThis 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 DescriptionPerforms advanced customer service activities, acts as an escalation point and subject matter resource, actively coaches and mentors the customer service and support team. Delivers CARES model to customers and service partners.Receives, investigates and responds to customer inquiries regarding complex products, services and issues via all channels through which customers are served.Resolves customer service inquiries and issues. Document customer interactions and completes service requests. Recommends appropriate solutions. Resolves more complex or reoccurring issues, identifies root cause and acts as an escalation point. Interacts with higher levels within the customer organization.Maintains high levels of customer satisfaction consistent with PNC's core values. Collaborates with service partners on more complex issues.Provides recommendations around employee performance to management. May coordinate workflow and schedules and assists in