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 a Loan Processing Analyst (MLO) within PNC's Home Equity Fulfillment organization, you will be based in Pittsburgh, PA, Kalamazoo, MI.

Hours of Operations: Monday through Friday 8:30AM-5:00PM local time.

Daily Job Responsibilities:
• Serve as primary point of contact for borrowers, ensuring clear
communication and expectation setting throughout the loan process.
• Works with internal or external service partners to resolve exceptions or
maintain documentation. Has the ability to analyze documents and
requests.
• Strong negotiating skills to overcome customer objections to products,
services, and /or policies, ability to work independently to handle customer
escalations and disputes.
• Must have the ability to communicate with attorneys, customers, vendors,
insurance agencies and/or other third parties and pro-actively pursue
resolution of issues.
• Manage a pipeline of approximately 55 loan applications, leveraging EMO
and EMU tools for tasking, checklists, and scripting.
• Collect required documentation, verify loan conditions, and coordinate
closing appointments.
• Responds to moderately complex to complex customer inquiries and
issues via telephone by using standard screens, scripts, and procedures
while delivering exceptional client experiences aligned with the PNC
CARES model.
• Achieve performance metrics including booked unit goals, end-to-end
cycle time, call monitoring scores, and NPS targets.

Preferred Skills:
• Strong verbal and written communication skills.
• Excellent organizational and time management abilities.
• Effective problem resolution and critical thinking skills.
• Proficient knowledge of PNC’s documentation and compliance
requirements.
• Advanced PC skills and ability to navigate multiple systems.
• Ability to read and interpret complex loan documents.
• Detail-oriented with a high level of accuracy.

 

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

• Processes, analyzes and verifies submitted individual credit and income documents to ensure that varied and complex residential loan applications are complete.
• Manages customer experience throughout the origination process. Ensures compliance with established policies and procedures. Partners with internal and/or external partners to route communications, documents or other action items to complete transactions. Identifies and may address exceptions; escalates appropriately.
• Manages the review and processing of residential loan information of varying complexity, including loan applications and credit documents. Prepares and forwards documents to appropriate parties.
• Verifies all required borrower documents are collected and acceptable under the company's policies and procedures. Ensures these documents have been received.
• Provides responses and documentation for inquiries and ad hoc requests. Completes research and provides feedback on workflow and work received. Recommends best practices to team members. May participate in projects and initiatives.

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.

Qualifications<