Production Quality Analyst (Commercial Lending)

PNC•Firstside Center Bldg (PA373), PA

1d•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 a Production Quality Analyst, within PNC’s Dealer Floorplan Operations organization, you will be based in Pittsburgh, PA. In this role, you will be expected to work Monday - Friday, 8:00 am EST - 4:30 pm EST. As a Production Quality Analyst, you will be conducting Quality Control for two areas of the Dealer Floorplan team. Part of this will be conducting due diligence for the loan servicing side or maintenance request side in DFP. For loan servicing requests, these typically deal with monetary transactions, whereas maintenance requests can consist of a variety of transactions such as adding a checking account onto record for WI. WI is the third-party loan tracking system that also tracks disbursement of funds for DFP. The different portfolios of dealers you will be expected to deal with consist of Commercial and Auto. Commercial is typically heavy equipment, and Auto is typically the inventory that is at auto dealerships. Funding requests are often subject to same-day SLAs, consisting of anything received before 1:30 pm EST for Commercial and 2:30 pm EST for Auto. The system cutoff for WI is 5:30 pm EST, and work can be submitted in WI up until this time. In this role, if any errors are found, you will send the request back to the appropriate entity that submitted the request for correction. For requests indicating that payment be made via wire, another system, PSUI, is used to complete the monetary transaction. If no errors are found for wire requests that are submitted, you will submit funds for release so that funds can be disbursed to customers within the Commercial or Auto portfolio. In addition to your quality control and production responsibilities, you will serve as a key resource for the Dealer Floorplan team by supporting new dealer onboarding activities, assisting with escalations, and helping answer questions from team members, particularly in the absence of a Team Lead or Manager. You will be relied upon to support special projects and complete work outside of standard production activities. You will work closely with leadership to provide insight into ongoing issues, trends, and escalations, helping to identify root causes and support process improvements. Your expertise and knowledge of the business will be leveraged to assist leadership in evaluating challenges and developing solutions while ensuring day-to-day production objectives continue to be met. You can expect to have a touch base with your supervisor in the morning to get a general idea of what will be assigned for the day and to discuss anything from the day prior. Additionally, you may connect with your supervisor again midday so they can gain an understanding of the status of requests you are working on. While leadership support and escalation management are important aspects of the position, you will remain actively involved in normal production work and quality review activities throughout the day. We seek motivated, driven and creative individuals that enjoy working as part of a team in a high energy environment which thrives on innovation and ingenuity. You will work together to create new solutions which will provide our clients with an exceptional customer experience. Valued opinions, supported by collaborative teams, impact the success of the CLLO organization. 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

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.
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.
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 degree

Nice To Haves

Change Management
Corporate Governance
Data Analytics
Process Efficiencies
Process Improvements
Risk Assessments

Responsibilities

Utilizing standard procedures, conducts quality review and analysis of the work performed by staff supporting a specific line of business or functional area.
Identifies systemic issues and facilitates correction.
Reviews complex transactions and related documents and verifies work processes to ensure completeness, accuracy and conformance to established service levels and applicable policies and procedures.
Ensures the appropriate materials and documentation are available to complete the transaction and/or work process.
Identifies systemic issues and facilitates effective root cause analysis and corrective actions.
Works with staff to develop and improve incoming quality.
Provides recommendations for issues and/or continuous improvement projects.
Conducting Quality Control for two areas of the Dealer Floorplan team.
Conducting due diligence for the loan servicing side or maintenance request side in DFP.
Sending requests back to the appropriate entity that submitted the request for correction if errors are found.
Submitting funds for release for wire requests if no errors are found.
Supporting new dealer onboarding activities.
Assisting with escalations.
Helping answer questions from team members, particularly in the absence of a Team Lead or Manager.
Supporting special projects and completing work outside of standard production activities.
Providing insight into ongoing issues, trends, and escalations to leadership.
Helping identify root causes and support process improvements.
Assisting leadership in evaluating challenges and developing solutions.
Ensuring day-to-day production objectives continue to be met.

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