Operations Analyst Sr - Retail Bank Operations

PNC•Pittsburgh, PA

22h•Onsite

About The Position

The scope of Retail Bank Operations is impressively broad and encompasses a wide range of critical functions. These include managing the cash needs for our branch and ATM networks, printing and mailing important bank documents, and handling both inbound and outbound collections for home lending, automobile, and card services. Additionally, Retail Bank Operations focuses on loan mitigation and investor operations, developing process improvement and automation opportunities, overseeing the daily processing of cash and check deposits, bill payments, and executes strategic quality management functions. 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 Operations Analyst Sr within PNC's Retail Bank Operations organization, you will be based in Pittsburgh, PA. Schedule: Monday - Friday 8:00am - 4:30pm EST The Operations Analyst Sr. on the Accounts Adjustment team manages credit and other account adjustments, consistently meeting daily SLAs with a strong focus on accuracy and timeliness. This role prioritizes high-dollar and aging items while maintaining production and quality standards, and delivers a customer-focused approach by identifying optimal resolutions and collaborating with internal partners and external financial institutions. The analyst supports the credit review process by working adjustments in a timely manner to meet partner needs, builds strong working relationships, and assists with aged items and escalations. Cross-training is expected, with responsibilities extending to debit adjustments, domestic collections, returns, and other departmental processes. PNC is an in-office company that fosters a supportive culture where employees can thrive and achieve balance. We encourage candidates to connect with their recruiter and hiring manager to understand workplace expectations and ensure the role aligns with their goals. PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

Requirements

Roles at this level typically require an Associates or equivalent degree as well as related experience or product knowledge to accomplish primary duties.
Typically requires 3+ years experience.
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 Solutions
Ensure Compliance
Personal Initiative
Process Improvements
Results-Oriented
Risk Mitigation Strategies
Standard Operating Procedure (SOP)

Responsibilities

Executes routine and complex transactions/processes of varying risk and financial value utilizing standard policies and procedures.
May have specific responsibility for one or multiple specialized products or functional areas.
Identifies and addresses exceptions.
May serve as a point of escalation for complex transactions.
Partners internally with service partners to route calls, documents or other action items to complete transactions.
May interact with external customers to complete transactions.
Ensures the appropriate materials and documentation are available to complete transactions.
Confirms equipment is operational, if applicable.
Provides consultation and advice to internal and external customers.
May review existing processes and recommend improvements and may assist with implementation.
Participates in and may serve as a subject matter resource for process improvement projects.
May assist in training and onboarding of new hires.
May review transactions and related documents to verify completeness, accuracy and conformance to established service levels and compliance with applicable policies and procedures.
May participate in risk mitigation activities.