Detection & Investigation Analyst Lead - Inbound Zelle Fraud

Position Overview

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.

As a Detection & Investigation Analyst Lead within PNC's FDO Zelle Fraud organization, you will be based in Pittsburgh, PA, Birmingham, AL, Strongsville, OH, Louisville, KY.

Note:

Inbound Zelle Team

PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

Schedule:

Tuesday - Saturday: 8:30 - 5:00 pm ET

In Office

Are you curious? If you are given enough data, are you able to extrapolate what future data would likely indicate? Are you comfortable with new technology, and willing to continually learn? If you are watching a mystery movie, are you bothered when the criminals get away with their crime? If so, this may be the position for you!

Systems Used & Experience Preferred:

• Actimize
• EWS CRM Portal
• Service Browser
• Blue Zone (Mainframe/COR)
• EDGE
• Google
• Lexis/Nexis
• Spy Dialer
• ZAP
• Avaya
• cCas
• Innovis
• Web Browsers
• Web View
• Verint

Attributes:

• Curious
• Analyze
• Detect Patterns
• Foresight - given enough data, are able to anticipate what future data would likely indicate.
• Adaptable to change, new technology, and willing to continually learn
• Have a passion for stopping the criminals.

Responsibilities of this position include:

• Inbound Zelle fraud support
• Analyzing cases generated from the enterprise fraud detection systems
• Analyzing cases generated from the network in the Customer Relationship Portal
• Talking with customers whose transactions are suspicious of potential fraud.
• Reporting of suspected fraud

As requested, tasks to help sustain and improve department processes and procedures. PNC is an in-office company that fosters a supportive culture where employees can thrive and achieve balance. We encourage candidates to connect with their recruiter and hiring manager to understand workplace expectations and ensure the role aligns with their goals. 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.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

• Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
• Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.

Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position.

Active Listening, Analytical Thinking, Call Control, Customer-Focused, Customer Solutions, Decision Making, De-Escalation, Microsoft Excel, Operational Risks, Problem Resolution,…