Job Summary
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, as well as 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.
Responsibilities
- 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.).
- Vendor's 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.
- 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 - Solid 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.
- Schedule Adherence: Complies to assigned shift schedules (including but not limited to Start Time, End Time, and Breaks/Lunch); complies to rest day schedules; adheres to leaves filing policy outlined by the engagement/company
- Quality Compliance: Follows all quality standards following the engagement/company policies; Ensures all quality deficiencies are corrected promptly for activities in their function
- Teamwork and Communications: Ensures attendance to all required meetings (either for engagement-related meetings or for company-related meetings);
- Can work under pressure
- Ability to work in US shifts, weekends, or holidays depending on process requirements.
- Must be flexible with the ability to adapt to changes quickly.
- Proactive and has a customer service-oriented mindset
- Receptive to feedback and willing to learn
Required qualifications
- Bachelor's degree in business, Fice, 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.
Skills
- Analytical Thinking
- Detail-oriented
- Problem Solving
- Business Process Outsourcing
- Communication
- Retail Banking
📌 Customer Account Servicing - Jr. Associate (Hyderabad)
🏢 CGI
📍 Hyderabad