Internal Support Analyst

PNC•Pittsburgh, PA

5d•$52,500 - $87,500•Onsite

About The Position

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. 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 an Internal Support Analyst within PNC's Data Modeling and Analytics organization, you will be based in Pittsburgh, PA. Monday - Friday: 10:45 am-7:15 pm EST in office 5 days a week. Training will be for 6 weeks and training times will vary anywhere between 8am-7pm CIH (Customer Information Hotline).

Requirements

Analytical
Detect Patterns
Research skills to resolve problems
Adaptable to change
Excellent Communication skills
Work Independently & within a team
Critical Thinking & decision making
Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.
Bachelors
No Required Certification(s)
No Required License(s)

Nice To Haves

Accountability
Customer Complaint Resolution
Customer Support
Data Entry
Problem Resolution
Technical Support
Technical Troubleshooting
Customer Experience Management.
Customer Support Policies, Standards and Procedures
Decision Making and Critical Thinking
Effective Communications
Information Capture
Interpersonal Relationships
Problem Management Process
Problem Solving
Products and Services
Service Request Management Process

Responsibilities

Performs research in MDM & Power 1 to determine correct maintenance is needed
Handles merges
Customer corrections: DOB, Name updates, tin/ssn, address, customer type
Move Accounts
Granting Access
Reports
Provides second line of support and leads problem solving and implementation efforts for customer problems.
Supports a complex dedicated suite of products/services, services a sophisticated client base, and/or leverages an advanced process or tool to support PNC customers.
Identifies complex problems, troubleshoots and provides advice and resolution to assist users.
Provides coaching/mentoring assistance for internal support specialists and/or other internal partners.
Partners with other departments or functional areas and specialized units to resolve complex customer problems.
Addresses and resolves systemic issues.
Analyzes and makes complex decisions on documentation in adherence to regulatory and legal requirements with potential significant financial impact to customers and the company.
Consults internal partners to make decisions regarding complex escalated customer inquiries concerning products or services.
Reviews customer and account documentation and addresses and resolves errors.