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

Description

• Executes complex transactions / processes utilizing standard procedures. May have specific responsibility for one or multiple specialized products or functional areas.
• Processes and / or reconciles complex transactions of varying risk and financial value in accordance with established policies and procedures.

Identifies and addresses exceptions and serves as a point of escalation for complex transactions. 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 consultation and advice to internal and external customers. Reviews existing processes, recommends improvements and may assist with implementation.

Participates in and may serves 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.

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

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

Competencies

Accuracy and Attention to Detail, Effective Communications, Managing Multiple Priorities, Operational Functions, Problem Management Process, Process Management, Products and Services, Standard Operating Procedures

Work Experience

Roles at this level typically require an Associates or equivalent degree as well as related experience or product knowledge to accomplish primary duties.

Typically requires 3+ years experience. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

Education

Associates

Certifications

No Required Certification(s)

Licenses

No Required License(s)

Benefits

• PNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include : 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;
• a robust wellness program with financial incentives.In addition, PNC generally provides the following paid time off, depending on your eligibility* : maternity and / or parental leave;

up to 11 paid holidays each year; 8 occasional absence days each year, unless otherwise required by law; between 15 to 25 vacation days each year, depending on career level; and years of service.

To learn more about these and other programs, including benefits for full time and part-time employees, visit >

New to PNC.

Disability Accommodations Statement

If an accommodation is required to participate in the application process, please contact us via email at . Please include accommodation request in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email.

Emails not related to accommodation requests will not receive responses. Applicants may also call 877-968-7762 and say "Workday" for accommodation assistance.

All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

At PNC we foster an inclusive and accessible workplace. We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions.

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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