Job Description

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. As an Internal Support Analyst within PNC's COO Mortgage Operations organization, you will be based in Downers Grove, IL, Jacksonville, FL, Pittsburgh, PA or remote locations.

Job Description

* Provides second line of support and leads problem solving and implementation efforts for customer problems. Supports a complex dedicated suite of products/services, services a sophisticated client base, and/or leverages an advanced process or tool to support PNC customers.
* Identifies complex problems, troubleshoots and provides advice and resolution to assist users. Provides coaching/mentoring assistance for internal support specialists and/or other internal partners.
* Partners with other departments or functional areas and specialized units to resolve complex customer problems. Addresses and resolves systemic issues.
* Analyzes and makes complex decisions on documentation in adherence to regulatory and legal requirements with potential significant financial impact to customers and the company. Consults internal partners to make decisions regarding complex escalated customer inquiries concerning products or services.
* Reviews customer and account documentation and addresses and resolves errors.

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.

Competencies

Customer Experience Management. Implements the strategies and techniques used to ensure that customers have a positive experience with the organization and its products and services at every touch point.

Customer Support Policies, Standards and Procedures Knowledge of the organization's customer support policies, standards and procedures and ability to guide customers on all company interactions.

Decision Making and Critical Thinking Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately, and reach productive decisions.

Effective Communications Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

Information Capture Knowledge of the processes and the ability to identify, capture and document relevant business information in an auditable, organized, understandable and easily retrievable manner.

Interpersonal Relationships Knowledge of the techniques and the ability to work with a variety of individuals and groups in a constructive and collaborative manner.

Problem Management Process Knowledge of and ability to bring a reported problem to successful resolution.

Problem Solving Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply this knowledge appropriately to diverse situations.

Products and Services Knowledge of major products and services and product and service groups; ability to apply this knowledge appropriately to diverse situations.

Service Request Management Process Knowledge of and ability to apply the processes, activities and tools associated with managing customer requests.

Work Experience

Roles at this level typically require a university / college degree with < 1 year of professional experience and/or successful completion of a formal development program. In lieu of a degree, a comparable combination of education and experience (including military service) may be considered.

Education

Bachelors

Disability Accommodations Statement:

The PNC workplace is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the PNC Careers website or submission process, please call 877-968-7762 and select Option 4: Recruiting or contact us via email at pathfinder@pnc.com.

The Human Resources Service Center hours of operation are Monday - Friday 9:00 AM to 5:00 PM ET.

Equal Employment Opportunity (EEO):

PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.

California Residents

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