Detection & Investigation Analyst Sr in Pittsburgh, Allegheny County, Pennsylvania

Position Overview

As a Detect & Investig Analyst Sr. you become a member of PNC's Retail Banking Reg E Dispute Services organization of more than 90 professionals that are responsible for the resolution of fraud and non-fraud disputes within the Regulation E guidelines for ATM, On-line Banking, ACH and Debit Card for all PNC markets. PNC Operations is committed to leadership in technology, processes, and service and you will be exposed to the industry's best in all these arenas.

Your responsibilities will include:

• Investigating, researching and providing error resolution for customer initiated disputes.
• Providing the customer with a written communication of the dispute decision, within the Federal Regulation required timeframes.
• Maintaining knowledge of assigned operations and compliance regulations, analytical and technical skills required to perform the job effectively, and participates in training and cross-training.
• Performing related clerical functions and duties, and special projects as assigned. Escalates anomalies, issues and problems in the department to team leader or supervisor. Completes productivity database on an ongoing basis.

• Your hours will be 6:45am-3:15pm or 7:30am-4:00pm, Monday through Friday. You will be counted on to conduct proficient research and demonstrate the ability to make independent judgments within strict regulatory time constraints. In addition, you will have the opportunity to maintain and strengthen your knowledge of policies, procedures and regulations as well as dispute processes. Prompt processing is of the utmost importance because these disputes have a high level of risk and must be carefully reviewed, researched and investigated. You will also be responsible for handling correction and resolution of customer claims.

PNC is an Equal Employment Opportunity/Affirmative Action Employer -- M/F/D/V/SO


Job Profile

• Reviews and investigates customer cases, reports, and work for potential and actual loss; minimizes fraud, AML and/or organizational risk. Responsible for early detection of suspicious activity, control and prevention of losses.
• Researches and analyzes bank activities and reports to detect and prevent possible fraudulent and suspicious activities. Recommends disposition.
• Uses defined research procedures to identify and resolve issues. Starts to identify trends.
• Follows standards and practices to mitigate fraud, AML and other risk exposure and loss. Shares best practices amongst the team and/or service partners.
• Prepares and maintains appropriate documentation of analysis performed and coordinates with internal or external stakeholders as appropriate.

Core Competencies

Manages Risk - Basic Experience

• Assesses and effectively manages all of the risks associated with their business objectives and activities to ensure activities are in alignment with the bank's and unit's risk appetite and risk management framework.

Customer Focus - Basic Experience

• Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions, and ability to leverage that information in creating customized customer solutions.

Job Specific Competencies

Anti-money Laundering/Sanctions Policies and Procedures - Working Experience

• Knowledge of and ability to prevent or report money laundering and Sanctions-related activities in banking and financial services industry.

Business Ethics - Working Experience

• Knowledge of practices, behaviors, applicable laws, rules, and regulations governing proper business conduct; ability to demonstrate ethical behavior in diverse situations.

Business Process Improvement - Working Experience

• Knowledge of and ability to use methods for identifying, evaluating, introducing and implementing more efficient approaches to performing business related activities.

Information Capture - Working Experience

• Knowledge of the processes and the ability to identify, capture and document relevant business information in an auditable, organized, understandable and easily retrievable manner.

Standard Operating Procedures - Working Experience

• Knowledge of and ability to design, implement and evaluate standard operating procedures affecting daily and strategic business operations in order to increase operational efficiency.

Problem Solving - Working Experience

• Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply this knowledge appropriately to diverse situations.

Effective Communications - Working Experience

• Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

Decision Making and Critical Thinking - Working Experience

• Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately, and reach productive decisions.

Fraud Detection and Prevention - Working Experience

• Knowledge of and ability to utilize processes, tools, and techniques for detecting, addressing and preventing fraudulent situations.

Operational Risk - Working Experience

• Knowledge of policies and processes for operational risk management; ability to use tools, data, and best practices to identify, assess, and manage operational risk exposures.

Required Education and Experience


Roles at this level typically require an Associates or equivalent degree as well as related experience or product knowledge to accomplish primary duties. Typically requires 3+ years experience. In lieu of a degree, a comparable combination of education and experience (including military service) may be considered.

EEO Statement

PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law