Operations Analyst Sr. - Employee Benefits Distribution
About the position
As an Operations Analyst Sr. within PNC's Employee Benefits Distributions organization, you will be responsible for day-to-day pension processing, including maintenance, account changes, and handling requests from the call center team and email inquiries. This role requires strong critical thinking and communication skills, as well as the ability to work both in-office and remotely on a rotating schedule.
Responsibilities
Execute complex transactions and processes utilizing standard procedures.
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Process and reconcile complex transactions of varying risk and financial value.
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Identify and address exceptions, serving as a point of escalation for complex transactions.
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Partner internally with service partners to route calls and documents to complete transactions.
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Interact with external customers to complete transactions as needed.
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Ensure appropriate materials and documentation are available to complete transactions.
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Provide consultation and advice to internal and external customers.
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Review existing processes and recommend improvements, assisting with implementation as needed.
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Participate in process improvement projects and serve as a subject matter resource.
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Assist in training and onboarding of new hires.
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Review transactions and related documents to ensure completeness and accuracy.
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Monitor quality and ensure compliance with established service levels and policies.
Requirements
Associates degree or equivalent experience in a related field.
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3+ years of relevant experience in operations or a similar role.
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Strong critical thinking skills and attention to detail.
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Excellent communication skills and self-motivation.
Nice-to-haves
Accountability
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Customer Needs
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Customer Solutions
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Ensure Compliance
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Personal Initiative
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Process Improvements
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Results-Oriented
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Risk Mitigation Strategies
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Standard Operating Procedure (SOP)
Benefits
Medical/prescription drug coverage with Health Savings Account feature
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Dental and vision options
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Employee and spouse/child life insurance
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Short and long-term disability protection
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401(k) with PNC match
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Pension and stock purchase plans
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Dependent care reimbursement account
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Back-up child/elder care
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Adoption, surrogacy, and doula reimbursement
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Educational assistance
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Robust wellness program with financial incentives
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Maternity and/or parental leave
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Up to 11 paid holidays each year
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8 occasional absence days each year
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15 to 25 vacation days each year depending on career level and years of service
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