Detection & Investigation Analyst Lead - Retail Bank Operations

Position Overview

The scope of Retail Bank Operations is impressively broad and encompasses a wide range of critical functions. These include managing the cash needs for our branch and ATM networks, printing and mailing important bank documents, and handling both inbound and outbound collections for home lending, automobile, and card services. Additionally, Retail Bank Operations focuses on loan mitigation and investor operations, developing process improvement and automation opportunities, overseeing the daily processing of cash and check deposits, bill payments, and executes strategic quality management functions.

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.

Monday - Friday 8:00am - 5:00pm EST

• Working knowledge in Credit Card Fraud Dispute processes
• Demonstrates the ability to develop expertise in processes and activities within scope.
• Able to execute transactions/processes following standard procedures.
• Processes and/or reconciles transactions of varying risk and financial value in accordance with established policies and procedures.
• Ability to review transactions and related documents and verify work processes to ensure completeness, accuracy and conformance to established service levels and applicable policies and procedures.
• May participate in risk mitigation activities.
• Highly accurate and detail oriented.
• Communicates effectively and professionally within our team, with our internal and external service partners as well as with our customers.
• Organized and able to perform very well in a high volume, production environment.
• Working knowledge of systems and processes including MS Office (Teams, Outlook, Word, Excel, and Access) and customer maintenance platforms (Edge, First Track, First Disputes, Service Browser, Bluezone, and Visa Resolve Online)
• Ability to work independently as well as in a team environment.
• Consistently proactive and focused on providing value-added service

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.

Reviews and investigates customer cases, reports and work for potential and actual loss. Minimizes fraud, Anti-Money Laundering and/or organizational risk. Performs early detection of suspicious activity. Controls and prevents losses. May lead the work of and/or train detection and investigation staff. Researches and analyzes bank activities and reports to detect and prevent possible fraudulent and suspicious activities. Recommends disposition. Identifies gaps and control enhancements.

Uses defined research procedures to identify and resolve issues. Identifies trends and escalates as appropriate. Follows standards and practices to mitigate fraud, Anti-Money Laundering and other risk exposure and loss. Shares best practices among the team and/or service partners. Prepares and maintains appropriate documentation of analysis performed and coordinates with internal or external stakeholders as appropriate.

Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures…