Associate / Senior Associate

Candidates should possess expertise in one or more of the listed processes:

• Customer Account Servicing: Perform end-to-end customer account servicing for U.S. retail banking client, ensuring accuracy, timeliness, and adherence to regulatory and internal compliance standards. Processing account information and account maintenance requests originating at other PNC segments (i.e., Branches, Customer Care Centers, Treasury Management, etc.). Vendors responsibilities shall include updating customer titles and account maintenance, receipt of W9 & W8-NRA forms and application of tax certification codes, combining of duplicate customer records, indexing of signature cards for DDA/SAV accounts, Certificate of Deposits (CDs), updating credit card demographics, decedent processing (date of death balance requests and PA inheritance tax filing), 1098/1099 interest corrections, duplicate, dispute research, statement requests, and Reg D inquiries.

• Regulation E (Reg E) Disputes: Process and resolve unauthorized Debit Card Transaction Disputes. in compliance with Regulation E, including investigation, resolution, provisional credit handling, and timely customer communication.

• Government Reporting: Supplier shall perform Currency Transaction Report ("CTR") and CAD processing and filing in accordance with FinCEN and FINTRAC regulatory requirements, including the review, investigation, and submission of reports for cash deposits and withdrawals exceeding $10,000 in aggregate within a single business day. Work shall be performed within the Actimize and Naveara platforms per established procedures and productivity standards. Supplier personnel may contact PNC branch personnel through approved channels (telephone, email, Microsoft Teams) to obtain information not available through PNC systems, including EDGE. Direct customer interaction is not required.

• Investor Reporting: Supplier shall perform the recurring investor accounting lifecycle for mortgages sold to or serviced on behalf of third-party investors under a Report / Remit / Reconcile framework, including investor reporting and supporting schedules per contractual, agency, and investor-specific requirements; remittance calculation and processing, cash movement validation, incoming investor and insurer funds, REO sale proceeds, PSD queue monitoring, and MSP funds-movement tasks; and reconciliation of investor activity, custodial accounts, servicing-system data, and general ledger control totals, with research and resolution of variances. Supplier shall also monitor and resolve exceptions, aged items, and rejected or late activity, escalating material risks; maintain procedures, control evidence, production calendars, issue logs, and management reporting sufficient for oversight, audit, and examination; coordinate with PNC and vendor partners where dependencies affect investor deliverables; and support ongoing process improvement to enhance efficiency and control
• Ensure compliance with U.S. banking regulations, internal policies, audit requirements, data privacy standards, and service level agreements (SLAs).
• Collaborate with cross-functional teams to improve process efficiency, reduce errors, and enhance customer experience.
• Collaborate with cross-functional teams to resolve complex transaction issues, facilitating smooth communication and process completion.
• Monitor account activity and proactively identify discrepancies, initiating corrective actions to maintain data integrity and account accuracy.
• Assist in the preparation and review of reports on transaction trends and workflow efficiency to support process optimization.
• Support compliance efforts by adhering to all regulatory requirements and company standards, reporting any irregularities to management promptly.
• Identify opportunities for automation, standardization, and efficiency improvements; contribute to process documentation and knowledge base updates.
• Maintain high levels of data confidentiality, security, and integrity while handling sensitive customer information.

Qualifications | Career Experience

• Bachelors degree in business, Finance, Commerce, or related field (preferred).
• 2 - 4 years of experience in banking / lending / mortgages BO processes (US BPO experience preferable).
• Strong analytical and decisionmaking skills.
• Excellent written and verbal communication skills.