Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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William Carper

Pittsburgh

Summary

Support-focused banking professional with 9 years at PNC, including 7 years in key support roles. Proven ability to resolve complex client issues, coach internal teams, and enhance the customer experience. Seeking continued growth within the Retail Banking department.

Overview

9
9
years of professional experience

Work History

Retail Support Specialist

PNC Bank
01.2021 - Current
  • Answer incoming calls from clients and frontline internal partners
  • Process urgent client inquiries unresolved at frontline level
  • Provide 'how-to' coaching to Customer Care Center Service Consultants
  • Locate and share policy/procedure information
  • Triage complaint escalations to Retail Support Case Managers
  • Specialty roles support a complex dedicated suite of products/ services
  • Service a sophisticated client base, and/or leverage an advanced process or tool to support PNC customers
  • Delivers CARES model to customers and service partners

Previous Roles at PNC

PNC Bank
Pittsburgh
06.2016 - Current
  • Partner Support
  • Retail Research (REG)
  • Retail Inbound Support
  • Loan Servicing

Education

Business Administration

Skills

  • Complex Issue Resolution
  • Risk Management
  • Customer De-escalation
  • Active Listening
  • Coaching & Training
  • Analytical Thinking
  • Policy Navigation
  • Fast Problem-Solving

Accomplishments

  • Multiple Spotlight recognitions from frontline consultants and customers
  • Nominated multiple times for I-LEAD award

Timeline

Retail Support Specialist

PNC Bank
01.2021 - Current

Previous Roles at PNC

PNC Bank
06.2016 - Current

Business Administration

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William Carper