Jr. Associate

About the Role

Reporting to the Team Leader, the Junior Associate/Associate is responsible for reviewing, analyzing, verifying, and validating customer account requests for U.S.-based clients, handling follow-ups, updating records, and resolving issues. This role requires strong analytical skills, attention to detail, and an ability to work in a fast-paced, compliance-driven environment. The associate will ensure accurate case handling while delivering a high standard of customer experience and adhering to US regulatory guidelines.

Key Responsibilities

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

Skills

• Transaction Processing: Proficiency in executing and managing varied transactions using standard procedures with a high degree of accuracy.
• Attention to Detail: Strong ability to review and verify documents, identify discrepancies, and ensure completeness and compliance with established standards.
• Analytical Skills: Capacity to analyze moderately complex transactions, identify patterns, and resolve issues or escalate as necessary.
• Problem-Solving: Ability to identify issues within processes, conduct thorough research, and implement or recommend corrective actions.
• Communication Skills: Strong verbal and written communication skills to interact effectively with customers and internal/external business partners.
• Collaboration and Teamwork: Ability to work with cross-functional teams to complete transactions and streamline processes.
• Time Management: Skill in managing multiple transactions and tasks efficiently to meet deadlines and service level agreements.
• Documentation and Record-Keeping: Expertise in maintaining accurate, up-to-date records of transactions to ensure data integrity and accessibility.
• Compliance and Regulatory Awareness: Familiarity with regulatory requirements and company policies, with a commitment to upholding these standards in all transactions.

Other Expectations

• Schedule Adherence: Comply with assigned shift schedules, rest day schedules, and leaves filing policy.
• Quality Compliance: Follow all quality standards and promptly correct quality deficiencies.
• Teamwork and Communications: Attend all required meetings.
• Ability to work under pressure.
• Ability to work in US shifts, weekends, or holidays depending on process requirements.
• Flexible and adaptable to changes.
• Proactive and customer service-oriented mindset.
• Receptive to feedback and willing to learn.

Requirements & Tech Stack

• Banking / Lending / Mortgages BO Processes (US BPO experience preferable).

Qualifications

• Bachelor’s degree in business, Finance, Commerce, or related field (preferred).
• 1-2 years of banking / lending / mortgages BO processes (US BPO experience preferable) experience or knowledge.
• Strong analytical and decision-making skills.
• Excellent written and verbal communication skills.