Position Overview

Job Description Summary
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 HR Service Center Analyst within PNC's HR Operations organization, you will be based within the Denver, Colorado market.

Work hours for this shift are Monday - Friday 11 a.m. to 8 p.m. Eastern Time.

Preferred candidates will have working experience within an inbound call center environment. The role consists of (but it not limited to) answering inbound calls for our HR Service Center and answering questions around payroll, performance, talent, absences, workday etc. Experience in an inbound call center environment is helpful, but not required.

 

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

• Resolves HR customer service inquiries and issues, and recommends appropriate solutions. Maintains knowledge on wide range of human resources programs, specifically benefits and payroll processing, supporting all customer service inquiries. May perform some administrative duties pertaining to HR services. Responsible for more complex or reoccurring issues, identifies root cause, and acts as an escalation point. May interact with higher levels within the customer organization.
• Serves as a subject matter expert in various HR topics. Maintains high levels of customer satisfaction consistent with PNC's core values and demonstrates commitment to quality. Provides advanced HR customer service information and initiatives for specialized processes. Focuses on problem resolution that occurs across multiple channels for our customers. Delivers CARES model to customers and service partners.
• Ensuring timely responses to employee questions and inquiries about employee benefits programs and human resources policies. Documents customer interactions and completes service requests to minimize customer effort or additional action.
• Providing employees assistance with disability, health and life benefits, paid time off, timesheets, and retirement plans.
• Ensuring data accuracy and maintaining a high level of data integrity in HR databases.
• Serves as a trainer and mentor for new hires to the HR customer service team.

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

Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position.

Preferred Skills

Decision Making, Human Resources (HR) Software Systems, Human Resources Operations, Results-Oriented, Strategic Planning, Team Collaboration

Competencies

Customer Interaction, Customer Support Function, Customer Support Operations, Customer Support Service Agreements, Inbound Processing, Problem Management