Call Center - Operations Analyst Sr. (Employee Benefits Distribution)

Position Overview

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 Employee Benefits Distributions (Call Center) organization, you will be based within the PNC footprint.

This is a remote opportunity. Work may be performed from a quiet, confidential space in a home location, approved by PNC. This position may not be available in all geographic locations.

If located in Pittsburgh, this position requires the availability to work in-office for 2 weeks a month on Monday, Wednesday, Friday, for a total of 6 days.

The scheduled shift will be 8:30am - 5:00pm.

This position is responsible for receiving inbound phone calls, and making outbound phone calls, to and from existing participants with pension accounts serviced by PNC Bank.

This includes questions about balances, account activity, changes to the accounts, etc.

The majority of business is outside of PNC and we distribute the funds on their behalf.

The ideal candidate will meet the following qualifications:

- Strong customer service skills
- Strong critical thinking skills
- Detail oriented
- Strong communication skills
- Self motivated

This is a remote position. Work may be performed from a quiet, confidential space in a home location, approved by PNC. This position may not be available in all geographic locations.

Job Description

• Executes complex transactions/processes, utilizing standard procedures. May have specific responsibility for one or multiple specialized products or functional areas.
• Processes and/or reconciles complex transactions of varying risk and financial value in accordance with established policies and procedures. Identifies and addresses exceptions and 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. May interact with external customers to complete transactions.
• Ensures the appropriate materials, documentation and capacity are available to complete transactions. Confirms equipment is operational, if applicable.
• Provides consultation and advice to internal and external customers. Reviews existing processes, recommends improvements and may assist with implementation. Participates in and may serves as a subject matter resource for process improvement projects. May assist in training and onboarding of new hires.
• Reviews transactions and related …