Christian Jones
Springfield,IL
Summary
Dynamic and results-oriented professional with extensive experience at PNC Bank, excelling in critical thinking and customer service. Mastered complex problem-solving and enhanced customer satisfaction through effective communication and research skills. Proven track record of rapidly learning and applying new technologies to improve processes and resolve customer issues efficiently.
Overview
2
2
years of professional experience
Work History
Retail Support Inbound
PNC Bank
Springfield, Illinois
01.2024 - Current
- Assist multiple lines of business with customer concerns and urgent requests.
- Utilize internal programs and tools to review transactional history to provide support.
- Review the funds availability policy for escalated funds availability requests.
- Utilize active listening and critical thinking skills to provide the best solution for each call.
- Provide urgent need support for a variety of circumstances and requests, including: dispute credit rush, debit card mailing rush, fee refunds, etc.
- Became a subject matter expert through continuous utilization of PnPs.
- Delivered critical PnP information to enhance representatives' knowledge.
CCC Online Banking T2
PNC Bank
Springfield, IL
08.2023 - 12.2023
- Enhanced customer assistance by implementing various standard use systems like Cashedge and Partnercare.
- Researched account inquiries and resolved discrepancies in a timely manner.
- Answered customer questions regarding bank policies, procedures, products and services.
- Assessed transaction history while addressing customer queries.
- Provided technical assistance when troubleshooting system errors or malfunctions.
- Provided input and general help to colleagues in team settings.
- Verified client identity by conducting thorough KYC checks.
- Documented customer complaints.
Customer Care Center
PNC Bank
Springfield, IL
08.2022 - 08.2023
- Provided exceptional customer service to ensure customer satisfaction.
- Maintained a high level of professionalism when dealing with difficult customers.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered customer inquiries and provided accurate information regarding products and services.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Education
High School Diploma -
Morrisonville Jr/Sr High
Morrisonville06-2014
Skills
- Critical thinking
- Probing questions
- Research focused
- Multi-tasking
- Quick learner
- Customer service
Timeline
Retail Support Inbound
PNC Bank
01.2024 - Current
CCC Online Banking T2
PNC Bank
08.2023 - 12.2023
Customer Care Center
PNC Bank
08.2022 - 08.2023
High School Diploma -
Morrisonville Jr/Sr High
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