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

$31,200 - $67,600/Yr

PNC - Pittsburgh, PA

Part-time - Entry Level

Remote - Pittsburgh, PA

Credit Intermediation and Related Activities

About the position

As an Operations Analyst Sr. within PNC's Employee Benefits Distributions (Call Center) organization, you will play a crucial role in ensuring that our customers receive the best possible service regarding their pension accounts. This position is based in Pittsburgh, PA, and requires you to work in-office for two weeks each month on Monday, Wednesday, and Friday, totaling six days. The scheduled shift will be from 8:30 AM to 5:00 PM. Your primary responsibilities will include receiving inbound phone calls and making outbound calls to existing participants with pension accounts serviced by PNC Bank. You will address inquiries related to account balances, account activity, and changes to accounts, ensuring that participants receive accurate and timely information. The majority of the business conducted is outside of PNC, as you will be distributing funds on behalf of our clients. In this role, you will execute complex transactions and processes utilizing standard procedures, with specific responsibilities for one or multiple specialized products or functional areas. You will process and reconcile complex transactions of varying risk and financial value in accordance with established policies and procedures. Identifying and addressing exceptions will be a key part of your role, as you will serve as a point of escalation for complex transactions. You will partner internally with service partners to route calls, documents, or other action items necessary to complete transactions. Additionally, you will ensure that the appropriate materials, documentation, and capacity are available to complete transactions, confirming that equipment is operational when applicable. Your role will also involve providing consultation and advice to both internal and external customers. You will review existing processes, recommend improvements, and may assist with implementation. Participation in process improvement projects is expected, and you may serve as a subject matter resource. Training and onboarding of new hires may also be part of your responsibilities. You will review transactions and related documents to verify work processes, ensuring completeness, accuracy, and compliance with established service levels and applicable policies and procedures. Monitoring quality and participating in risk mitigation activities will also be part of your duties, as PNC employees take pride in maintaining a strong reputation and managing risks effectively.

Responsibilities

• Receive inbound phone calls and make outbound calls to existing participants with pension accounts.
• Address inquiries related to account balances, account activity, and changes to accounts.
• Execute complex transactions and processes utilizing standard procedures.
• Process and reconcile complex transactions of varying risk and financial value.
• Identify and address exceptions and serve as a point of escalation for complex transactions.
• Partner internally with service partners to route calls, documents, or other action items to complete transactions.
• Ensure appropriate materials, documentation, and capacity are available to complete transactions.
• Provide consultation and advice to internal and external customers.
• Review existing processes, recommend improvements, and assist with implementation.
• Participate in process improvement projects and serve as a subject matter resource.
• Train and onboard new hires as needed.
• Review transactions and related documents to ensure completeness, accuracy, and compliance with policies and procedures.
• Monitor quality and participate in risk mitigation activities.

Requirements

• Associates degree or equivalent experience in a related field.
• 3+ years of experience in a relevant role or product knowledge.
• Strong customer service skills.
• Strong critical thinking skills.
• Detail-oriented with strong communication skills.
• Self-motivated and able to manage multiple priorities.

Nice-to-haves

• Accountability
• Customer Needs
• Customer Solutions
• Ensure Compliance
• Process Improvements
• Results-Oriented
• Risk Mitigation Strategies
• Standard Operating Procedure (SOP)
• Taking Initiative

Benefits

• 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
• 401(k) with PNC match
• Pension and stock purchase plans
• Dependent care reimbursement account
• Back-up child/elder care
• Adoption, surrogacy, and doula reimbursement
• Educational assistance, including select programs fully paid
• Robust wellness program with financial incentives
• Paid maternity and/or parental leave
• Up to 11 paid holidays each year
• 8 occasional absence days each year
• 15 to 25 vacation days each year, depending on career level and years of service.