PNC Consumer Support Specialist in Kalamazoo, Michigan


Auto req ID:


HR Job Code:

100883 Consumer Support Spec

Job Profile:

  • Ensures effective collection of an assigned group of delinquent accounts to minimize losses to the Bank, including escalated or large payment delinquencies. Provides excellent customer service and helps to Counsels customers regarding credit issues as necessary.

  • Handles escalations/disputes and interprets documents/requests against applicable policies. Uses an online collections system to accurately document customer account information and contact customers for repayment .

  • Explores new negotiating techniques that improve collection efforts. May train more junior associates .

  • Explores new negotiating techniques that improve collection efforts. May train more junior associates .

  • Educates customers on financial alternatives and the ramifications of their actions through counseling practices .

Position City:

MI - Kalamazoo

Position Title:

Consumer Support Specialist

Line of Business:


Job Type:


Job Status:

Full Time

EEO Statement:

PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law


MI - Kalamazoo

Required Education and Experience:

Roles at this level typically do not require a university / college degree, but do require related experience or product knowledge to accomplish primary duties. Typically requires 1+ years of related experience. In lieu of a degree, a comparable combination of education and experience (including military service) may be considered.

Job Specific Competencies:

Flexibility and Adaptability - Working Experience

  • Knowledge of successful approaches, tools, and techniques for dealing with changes and adapting to a changing environment; ability to adapt as needed.

Conflict Management - Working Experience

  • Understanding of how to anticipate, recognize, and deal effectively with existing or potential conflicts at the individual, group, or situation level; ability to apply this understanding appropriately to diverse situations.

Problem Solving - Working Experience

  • Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply this knowledge appropriately to diverse situations.

Effective Communications - Working Experience

  • Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

Accuracy and Attention to Detail - Basic Experience

  • Understanding of the necessity and value of accuracy and attention to detail; ability to process information with high levels of accuracy.

Managing Multiple Priorities - Basic Experience

  • Ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.

Regulatory Environment - Financial Services - Basic Experience

  • Knowledge of and ability to help an organization adapt to applicable federal, state, local, and company-specific regulations, policies, and guidelines affecting business practices.

Collection Management - Basic Experience

  • Knowledge of and ability to develop collection strategies in all areas of collection and credit/financial reporting for an organization.

Customer Interaction - Extensive Experience

  • Knowledge of and ability to utilize practices, tools, and techniques for communicating with a customer.


  • Knowledge of methodologies, tools and techniques for specific products; ability to develop product line processes and strategies.

Core Competencies:

Manages Risk - Basic Experience

  • Assesses and effectively manages all of the risks associated with their business objectives and activities to ensure activities are in alignment with the bank's and unit's risk appetite and risk management framework.

Customer Focus - Basic Experience

  • Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions, and ability to leverage that information in creating customized customer solutions.

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. As a(n) Consumer Support Specialist within PNC's Operations - Retail Lending Services organization, you will be based in Kalamazoo, MI .