PNC Financial Services Group Customer Service Representative Reviews | Glassdoor

PNC Financial Services Group Customer Service Representative Reviews

Updated March 8, 2017
62 reviews

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Customer Service Representative

3.0
Star Star Star Star Star
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PNC Financial Services Group President and Chief Executive Officer William S. Demchak
William S. Demchak
27 Ratings

Employee Reviews

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Pros
  • great focus on work life balance (in 322 reviews)

  • Opportunity to work from home (depending on role) (in 64 reviews)

Cons
  • There is a need for work/life balance (in 86 reviews)

  • Again, upper management could be a little better informed (in 116 reviews)

More Pros and Cons

  1. "Customer Sales Representative"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in New York, NY
    Former Employee - Customer Service Representative in New York, NY
    Recommends
    Neutral Outlook
    Approves of CEO

    I worked at PNC Financial Services Group full-time (More than a year)

    Pros

    Focus on work life balance, collaborative work environment, opportunities to grow and move laterally and vertically.

    Cons

    Not a very competitive salary


  2. "Lack of communication between branches and upper management"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Chicago, IL
    Former Employee - Customer Service Representative in Chicago, IL
    Doesn't Recommend

    I worked at PNC Financial Services Group (More than 3 years)

    Pros

    None other than the hours of business

    Cons

    I worked at a LMI branch and we were left out on an island with no direction or communication from the Regional managers or other upper management. We only had a branch manager for half of my threes years of employment.

    We never heard or saw upper management, business partners being business bankers, mortgage, or investment bankers. We consistently made referrals but never heard back from business partners.

    Doesn't matter where you live, they pay the same amount for the position


  3. "Pnc Pnc"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative Technical Director Bank in Willoughby, OH
    Former Employee - Customer Service Representative Technical Director Bank in Willoughby, OH
    Doesn't Recommend
    No opinion of CEO

    I worked at PNC Financial Services Group part-time (Less than a year)

    Pros

    Very good company to work for, they give you a free accounts and are very kind. Of course the relationship you build with your coworkers and the usual customers.

    Cons

    The company wants you to offer credit cards and accounts but didn't offer training on what to were supposed to sale. People leave often.

    Advice to Management

    Pay front line employees more


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  5. "Customer service agent"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Miamisburg, OH
    Former Employee - Customer Service Representative in Miamisburg, OH
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at PNC Financial Services Group full-time (Less than a year)

    Pros

    Competitive pay great company if you work hard they are flexible with you

    Cons

    I loved working at pnc some bad customers every once in a while but that's customer service


  6. Helpful (4)

    "Constant Change and Impossible expectations"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Kalamazoo, MI
    Former Employee - Customer Service Representative in Kalamazoo, MI
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I worked at PNC Financial Services Group full-time (More than 3 years)

    Pros

    At the time I was working the the call center there was a lot of overtime that was available. Also, the training I received was thorough and some of the best training I've had at any job. Dental benefits weren't that great and healthcare was average. They also offered PTO instead of "sick time" so if you wanted to take a day off to go to Cedar Point they encouraged it.

    Cons

    Working in the call center was one of the most difficult jobs because they expect you to be perfect. You received point deductions on your scored calls for something as silly as sneezing. The job literally drains you, every call you have to make an "emotional connection" to the point where you want to poke your eyes out. Right before I left they made it a rule that you could not escalate your call to management, if you did you could get written up. Basically, no matter how many times the customer asked to speak with a manager you had to try your hardest to deescalate which 10 times our of 10 this made the customer even more mad. The worse thing about the entire company was the pay. You literally have to know everything about the company but you are paid scraps. Then my final year there I worked in sales, that is where the unrealistic expectations come to play. You can get 5 credit card applications but only 1 is approved and that is the only one that counts.

    Advice to Management

    Everyone is not perfect, ease up a little on making your employees sound happy 24/7 when someone is screaming in their ear.


  7. Helpful (1)

    "Fun but unorganized"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative II in Whitehall, OH
    Former Employee - Customer Service Representative II in Whitehall, OH

    I worked at PNC Financial Services Group full-time (More than a year)

    Pros

    It's easy work and the training is really good. They have a great incentive plan and will definitely pay you for performance

    Cons

    There wasn't much organization from management which made it harder to feel like you could have a career. There also were too many different policy changes.

    Advice to Management

    Put structures in place so that each employee can grow within the company. Make sure your leadership team really wants to see employees succeed.


  8. Helpful (1)

    "Great College Job"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Whitehall, OH
    Former Employee - Customer Service Representative in Whitehall, OH
    Doesn't Recommend
    Positive Outlook
    Approves of CEO

    Pros

    Flexible hours, easy to schedule time off, easy to call off, easy to understand goals to achieve bonuses

    Cons

    Pay, never able to get up from desk, 30 minute lunches, customer service goals are awful

    Advice to Management

    Be more lenient on off-the-phone time


  9. Helpful (3)

    "Customer Service Core Consultant"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Pitts, PA
    Former Employee - Customer Service Representative in Pitts, PA
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at PNC Financial Services Group full-time (More than a year)

    Pros

    Steady Pay, ability within 6 Months to work remote.

    Cons

    -Supervisors or team leads are never around when customer is upset with overdraft fees and wants to speak to a supervisor etc.
    - Very poor training told from supervisors to have confidence into what you tell the customers no matter if the information is right or wrong.
    - THIS IS A CALL CENTER POSITION WHERE NON STOP YOU WILL BE ANSWERING CALLS 90% ARE CUSTOMERS THAT UNHAPPY WITH THEIR FINANCES.
    -You are treated like only another employee- no appreciation
    - EXTREMELY high turn over rate

    Advice to Management

    TRAINING is key WE are the voices of the company without the proper training we can not excel and advance the company at all


  10. "Customer Service Rep"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Indianapolis, IN
    Former Employee - Customer Service Representative in Indianapolis, IN
    Recommends
    Neutral Outlook
    No opinion of CEO

    Pros

    Great company with Pension 401K, Paid holidays

    Cons

    Limited to advancement with the company


  11. Helpful (1)

    "Salary"

    Star Star Star Star Star
    Former Employee - Customer Service Representative in Easton, PA
    Former Employee - Customer Service Representative in Easton, PA

    I worked at PNC Financial Services Group part-time (Less than a year)

    Pros

    You were able to subsidize your salary with commission.

    Cons

    Not much potential for growth