Operations Analyst - Retail Bank Operations

PNC Bank•Philadelphia, PA

1d•Hybrid

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 within PNC's Retail Bank Operations organization, you will be based in Pittsburgh or Philadelphia, PA. Schedule: Monday - Friday 8:00am - 4:30pm EST · Responsible for building new client profiles for Cash Services clients as well as updating any existing locations. · Team will monitor and work any issues that come in on vendor Daily Problem Reports including deposit issues, profile issues, and order issues. · Team will monitor and address any rejected profiles that come back from the vendor. This position may be eligible for remote work in select geographic locations, subject to approval by PNC. If approved, work must be conducted from a quiet, secure, and confidential home-based workspace. Occasional in-office participation may be required based on business needs. PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position. Job Description Executes routine transactions/processes of varying risk and financial value utilizing standard policies and procedures. May have specific responsibility for a specialized product or functional area. Identifies and escalates exceptions. 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 responses and documentation to inquiries and ad hoc requests for a specialized product or function. Provides feedback on workflow and work received. May participate in process improvement projects. May assist in training and onboarding of new hires. Reviews transactions, related documents and verifies work processes to ensure accuracy and conformance to established service levels and applicable policies and procedures. May participate in risk mitigation activities and view reports to identify exceptions, monitor quality and ensure compliance. PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be: 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.

Requirements

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.
Roles at this level typically do not require a university / college degree, high school diploma or GED, however may require related experience or product knowledge to accomplish primary duties.
Typically <1 year of related 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

Responsible for building new client profiles for Cash Services clients as well as updating any existing locations.
Team will monitor and work any issues that come in on vendor Daily Problem Reports including deposit issues, profile issues, and order issues.
Team will monitor and address any rejected profiles that come back from the vendor.
Executes routine transactions/processes of varying risk and financial value utilizing standard policies and procedures.
May have specific responsibility for a specialized product or functional area.
Identifies and escalates exceptions.
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 responses and documentation to inquiries and ad hoc requests for a specialized product or function.
Provides feedback on workflow and work received.
May participate in process improvement projects.
May assist in training and onboarding of new hires.
Reviews transactions, related documents and verifies work processes to ensure accuracy and conformance to established service levels and applicable policies and procedures.
May participate in risk mitigation activities and view reports to identify exceptions, monitor quality and ensure compliance.