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Mid Office Services Analyst Sr - Birmingham, United States - PNC Financial Services Group
Description
Position OverviewAt 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 Mid Office Services Analyst Sr within PNC Private Bank organization, you will be based in Birmingham, AL.
The Mid Office Services Analyst Sr. MLO partners with team members to assist with a variety of money movement tasks moving money both internally and externally for PNC Private Bank clients. This role involves working on different problem types with varying complexity across multiple processes, applications, products and lines of business. Direct client contact is at a minimum with most daily communication being with internal service partners and managers.
Job Responsibilities:
•Full ownership and timely resolution of assigned requests via email and internal case transfers internal partners. With accurate timely documentation and follow up on all inquiries received.
•Advocating on behalf of client needs ensuring requests are met when working with service partners
•Timely escalation of issues, ensuring that defined escalations procedures are followed
•Troubleshooting transactional inquiries
•Proactive outreach to service partners to address processing errors or in support of procedure changes
•Partner with the leadership team, other team members, and service partners to resolve client issues and to meet business goals
•Support the development and maintenance of policies, and procedure
•Independent personal development of business and application knowledge to ensure continued effectiveness in the role
•Ensure that client satisfaction and confidence in PNC Private Bank products and services are at or above departmental expectations
Requirements:
•Be self-motivated and self-managing, demonstrating sound judgement and effective decision making
•Effective analytical approach and complex problem solving skills with strong verbal and written communication skills
•Ability to communicate and consult with internal service partners and clients concerning highly sensitive information
•Able to build and maintain good working relationships with team members and service partners
•Able to manage operational risk through adherence to establish procedures and controls
Job Description
Accuracy and Attention to Detail - Understanding of the necessity and value of accuracy and attention to detail; ability to process information with high levels of accuracy.
Customer Support Policies, Standards and Procedures - Knowledge of the organization's customer support policies, standards and procedures and ability to guide customers on all company interactions.
Decision Making and Critical Thinking - Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately, and reach productive decisions.
Effective Communications - Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
Flexibility and Adaptability - Knowledge of successful approaches, tools, and techniques for dealing with changes and adapting to a changing environment; ability to adapt as needed.
Managing Multiple Priorities - Ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.
Problem Solving - Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply this knowledge appropriately to diverse situations.
Work Experience
Roles at this level typically require a university / college degree, with 2+ years of relevant professional experience. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.
Education
Bachelors (Required)
Additional Job Description
Benefits
PNC offers employees a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include 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; maternity and parental leave; paid holidays, vacation days and occasional absence time; 401(k), pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption assistance; educational assistance and a robust wellness program with financial incentives. To learn more about these and other programs, including benefits for part-time employees, visit > New to PNC.
Disability Accommodations Statement:
If an accommodation is required to participate in the application process, please contact us via email at Please include "accommodation request" in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses. Applicants may also call and say "Workday"for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
At PNC we foster an inclusive and accessible workplace. We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions.
Equal Employment Opportunity (EEO):
PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.
California Residents
Refer to the California Consumer Privacy Act Privacy Notice to gain understanding of how PNC may use or disclose your personal information in our hiring practices.
