Internal Support Analyst

PNC Bank•Pittsburgh, PA

4d•Onsite

About The Position

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.

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.
University / college degree with < 1 year of professional experience and/or successful completion of a formal development program. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

Nice To Haves

Accountability
Customer Complaint Resolution
Customer Support
Data Entry
Problem Resolution
Technical Support
Technical Troubleshooting

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.

Benefits

medical/prescription drug coverage (with a Health Savings Account feature)
dental and vision options
employee and spouse/child life insurance
short and long-term disability protection
401(k) with PNC match
pension and stock purchase plans
dependent care reimbursement account
back-up child/elder care
adoption, surrogacy, and doula reimbursement
educational assistance, including select programs fully paid
a robust wellness program with financial incentives
maternity and/or parental leave
up to 11 paid holidays each year
9 occasional absence days each year, unless otherwise required by law
between 15 to 25 vacation days each year, depending on career level; and years of service.