Operations Universal Agent (LO)

PNC Financial Services Group
January 2, 2021
Jacksonville, FL
Job Type


Job Profile

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. As an Operations Universal Agent within PNC's Mortgage Operations organization, you will be based in Pittsburgh, PA, Jacksonville, FL, or Downers Grove, IL.

Job Description

  • Performs critical loan set-up, file quality reviews, processing and closing of all loan types. This role will flex between teams and roles within the operations center to support shifting volume throughout the loan cycle. Acts as a subject matter expert for project and technology related work, provide team manager support, and assist in job coaching.
  • Prepares and delivers closing instructions and documents to facilitate the settlement of loans according to established SLAs. Reviews third party prepared closing documents for compliance with our instructions and guidelines. Prepares & requests funds for loan delivery. Communicate with interested parties to closing transaction. Review documents collected at closing and take appropriate next steps to resolve discrepancies and acts as an escalation resource to provide guidance and expertise to closers.
  • Gathers, reviews and clears of all prior to closing loan conditions resulting in the processor issuing the final approval. This review may include the review and underwrite of the appraisal. Proactive management of their individual loan pipeline to ensure key loan dates and quality benchmarks are achieved. Communication of loan status with third parties and customer.
  • Maintains strong quality control protocols to ensure that the loan applications are 100% complete per firm and industry requirements. Capable of understanding and applying information from policies and procedures and communicates with internal/external partners for guidance, as well as communicate with underwriting for full / complete requirements of needed documents.
  • Provides responses and documentation to inquiries and ad hoc requests. Completes research. Provides feedback on workflow and work received. Recommends and trains best practices to team members. May participate in projects and initiatives.

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.


Accuracy and Attention to Detail – Understanding of the necessity and value of accuracy and attention to detail; ability to process information with high levels of accuracy.

Decision Making and Critical Thinking – Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately, and reach productive decisions.

Effective Communications – 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.

Flexibility and Adaptability – Knowledge of successful approaches, tools, and techniques for dealing with changes and adapting to a changing environment; ability to adapt as needed.

Influencing – Knowledge of effective influencing tactics and strategies; ability to impact decisions within and outside own organization.

Managing Multiple Priorities – Ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.

Operational Functions – Knowledge of major functional processes and associated operating requirements; ability to apply this knowledge appropriately to diverse situations.

Problem Management Process – Knowledge of and ability to bring a reported problem to successful resolution.

Products and Services – Knowledge of major products and services and product and service groups; ability to apply this knowledge appropriately to diverse situations.

Work 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 4+ years of related business or functional experience. In lieu of a degree, a comparable combination of education and experience (including military service) may be considered.



Disability Accommodations Statement:

The PNC workplace is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the PNC Careers website or submission process, please call 877-968-7762 and select Option 4: Recruiting or contact us via email at [Click Here to Email Your Resumé]

The Human Resources Service Center hours of operation are Monday - Friday 9:00 AM to 5:00 PM ET.

Equal Employment Opportunity (EEO):

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.

California Residents

Refer to the California Consumer Privacy Act Privacy Notice to gain understanding of how PNC may use or disclose your personal information in our hiring practices.

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