Position Overview

You can play a critical role in the success of PNC as a member of our Retail Bank Operations team. You’ll help drive crucial behind-the-scenes functions for many lines of business. This includes essential items such as managing the cash needs of our branch and ATM networks, protecting the bank from potential fraud, and identifying ways to continually improve our processes. If you’re ready for exciting new challenges in your career, bring your passion and expertise to PNC.

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 within Retail Bank Operations, you will be based in Cleveland, OH. The position is primarily based in a PNC location. Responsibilities require time in the office or in the field on a regular basis.

• Updates and maintains training materials and procedures. Assists in the training and development of team members. Will have specific responsibility for one or more multiple specialized products or functional areas.
• Follows standards and practices to mitigate loss and other risk exposures. Shares best practices amongst the team and/or service partners.
• Executes complex transactions/processes in compliance with Federal Regulations CC, J and UCC guidelines, as well as standard bank procedures. Must have a clear understanding of different warranties associated with the collection of checks/drafts through the banking channels.
• Independently completes extensive and complex research to resolve monetary exceptions within stringent time constraints dictated by incoming volume and backlog.
• Uses skill and clarity in communicating with all markets within the corporation, corporate and consumer PNC customers and external financial institutions to accurately resolve exceptions. Uses time management skills to prioritize work flow and meet federal regulation deadlines.
• Supports key business initiatives by identifying Sanctions risks and providing resolution to manage this risk.

Job Description

• Executes routine and complex transactions/processes utilizing standard procedures. May have specific responsibility for one or multiple specialized products or functional areas.
• Processes and/or reconciles routine and complex transactions of varying risk and financial value in accordance with established policies and procedures. Identifies and addresses exceptions and may resolve escalated items. 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 responses and documentation to inquiries and ad hoc requests for one or multiple specialized products. Provides feedback on workflow and work received. May participate in and serve as a subject matter resource for process improvement projects. May assist in training and onboarding of new hires.
• Reviews transactions and related documents and verifies work processes to ensure completeness, accuracy and conformance to established service levels and applicable policies and procedures. May review reports to identify exceptions, monitor quality and ensure compliance. May participate in risk mitigation activities.

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.