Operations Specialist Sr

PNC•Home Location-PA (PAH01), PA

11d•Hybrid

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 Operations Specialist Sr within PNC's AMG EB Distributions organization, you will be based in Pittsburgh, Pennsylvania. Operations Specialist Sr hours will be 9am – 6pm EST. M-F. Operations Specialist must reside within Pittsburgh area as there will be mandatory in-person meetings within the Pittsburgh office. Primary duties of Operations Specialist Sr is to answer calls. Calls will be from external customers who will be calling in about their pension plans. Clients may ask a variety of questions or be asked questions by the Operations Specialist Sr. Conversations will relate to payments, withholdings, benefits, and other pension related information. Operations Specialist Sr will also be responsible for back-office operations as well as some processing. 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.

Requirements

Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role.
Roles at this level typically require a 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.
Bachelors
No Required Certification(s)
No Required License(s)
No Required or Preferred Language Assessments
This position is subject to the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA) and, for any registered role, the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and/or the Financial Industry Regulatory Authority (FINRA), which prohibit the hiring of individuals with certain criminal history.

Nice To Haves

Call Center experience is highly preferred!!!

Responsibilities

Executes complex transactions/processes of moderate to high 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.
Serves as a point of escalation for complex transactions.
Partners internally with service partners to route calls, documents or other action items to complete transactions.
Interacts with external customers to complete transactions.
Ensures the appropriate materials and documentation are available to complete transactions.
Provides consultation and advice to internal and external customers.
Reviews existing processes, recommends improvements and drives implementation.
Serves as a subject matter resource for process improvement projects.
Trains and onboards new hires.
Reviews transactions and related documents to verify completeness, accuracy, conformance to established service levels and compliance with applicable policies and procedures.
Participates in risk mitigation activities.
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.