Loan Support Associate - Retail Bank Operations

Position Overview The scope of Retail Bank Operations is impressively broad and encompasses a wide range of critical functions. These include managing the cash needs for our branch and ATM networks, printing and mailing important bank documents, and handling both inbound and outbound collections for home lending, automobile, and card services. Additionally, Retail Bank Operations focuses on loan mitigation and investor operations, developing process improvement and automation opportunities, overseeing the daily processing of cash and check deposits, bill payments, and executes strategic quality management functions. 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 Loan Support Associate within PNC's Retail Bank Operations organization, you will be based in Miamisburg, OH.

Schedule:

Monday - Friday 7:00am - 3:30pm

• Performs post‑origination servicing and account maintenance for mortgage, home equity loan, and HELOC products.
• Processes customer and internal servicing requests, including demographic updates, document retrieval, payoff statements, and account maintenance activities.
• Manages high‑volume inbound work (mail, imaged documents, faxes, and system‑generated tasks) in accordance with established workflows and service level agreements (SLAs).
• Ensures accuracy, timeliness, and compliance of all servicing actions within core lending systems and documentation standards.
• Supports regulatory, audit, and quality requirements by adhering to policies, procedures, and control guidelines.
• Collaborates with cross‑functional partners to support loan onboarding, transfers, and ongoing servicing needs.
• Adapts to fluctuating workloads driven by business events such as tax season, portfolio activity, or operational changes.

Participates in quality reviews, process improvements, and system or testing initiatives as needed. 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. Job Description Executes standard transactions/processes utilizing standard procedures. May have specific responsibility for specialized product or functional area. May have responsibility for assigned accounts or portfolio. Processes and/or reconciles transactions in accordance with established policies and procedures. Partners with internal and/or external business partners to route communications, documents or other action items to complete transactions. Identifies and may address or resolve exceptions; escalates appropriately. May interact with customers and have assigned accounts or portfolio. Ensures the appropriate materials and documentation are available to complete transactions. Provides responses and documentation to inquiries and ad hoc requests. Completes research and provides feedback on workflow and work received. Reviews transactions and related documents and verifies work processes to ensure completeness, accuracy and conformance to established service levels and applicable policies and procedures. 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. Qualifications 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. Preferred Skills Analytical Thinking, Capital Management, Compliance Requirements, Documentations, Due Diligence, Loan Documentation, Regulatory Compliance, Risk Mitigation Strategies Competencies Accuracy and Attention to Detail, Decision Making and Critical Thinking, Effective Communications, Flexibility and Adaptability, Managing Multiple Priorities, Operational Functions, Problem Management Process, Products and Services, Standard Operating Procedures Work Experience Roles at this level typically do not require a university / college degree, high school diploma or GED, however may require related experience or product knowledge to accomplish primary duties. Typically