Detection & Investigation Staff Manager: 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.

As an Inbound Zelle Fraud Team - Detection & Investigations Staff Manager within PNC's Technology - Security organization, you will be based in Pittsburgh, PA, Birmingham, AL, Strongsville, OH, Louisville, KY.

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

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
• BlueZone (Mainframe/COR)
• EDGE
• Google
• Lexis/Nexis
• SpyDialer
• ZAP
• Avaya
• cCas
• Innovis
• Web Browsers
• WebView
• Catch
• Microsoft Suite
• SharePoint
• OneNote
• One Drive
• Workday
• Flexstaff/Beeline
• Verint
• Tableau
• Microsoft Office Suite

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 includes:
• Inbound Zelle fraud support
o Analyzing cases generated from the enterprise fraud detection systems
o Analyzing cases generated from the network in the Customer Relationship Portal
o 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.
• Lead by example with performance
• Conduct training for new hires and role enhancements
• Perform daily, weekly and monthly stats reporting
• Perform testing and validation for system upgrades/changes/impacts as needed
• Support team with inquiries, issues and resolutions
• Coach performance for direct reports
• Keep accurate and up to date records for all tasks, reporting and items
• Coach and advise team with one offs and difficult situations
• Attend & present for meetings, support ideas & changes
• Conduct interviews for prospective new hires & complete hiring/onboarding tasks
• Support peer managers in absences
• Manage workload ingestion and assignmentsPNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

Job Description

• Manages a team of detection/investigative staff. Oversees coordination of the procedures and operations for addressing fraudulent and suspicious bank activity and branch operational deficiencies. Manages and coordinates the day-to-day functions of the staff's procedural and operational risk, AML and fraud/loss processes.
• Provides education, coaching and consultation for risk, fraud/loss/operational policies, procedures, initiatives and programs for business segments. Directs staff responsible for recognizing risk, AML, fraud/loss and potential operational activities.
• Implements standards and practices for operational risk controls. Monitors operational processes to ensure adherence to policies and procedures, which is accomplished by research, reviewing reports, site visits and inspections, etc.
• Coordinates with internal and external stakeholders, such as local, state and federal authorities, agencies and other financial institutions, on matters relating to fraudulent/suspicious activities and operational procedure deficiencies where appropriate.
• Monitors the implementation of policies and procedures to improve operational functions and prevent fraudulent activities and to recover any incurred loss.

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.

PNC also has fundamental expectations of our people managers. As a manager of talent in PNC, you will be expected to:

• Include Intentionally - Cultivates diverse teams and inclusive workplaces to expand thinking.
• Live the Values - Role models our values with transparency and courage.
• Enable Change - Takes action to drive change and innovation that will transform our business.
• Achieve Results - Takes personal ownership to deliver results. Empowers and trusts others in decision making.
• Develop the Best - Raises the bar with every talent decision and guides the achievement of all employees and customers.

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, Customer Solutions, Decision Making, Operational Risks, Problem Resolution, Researching, Risk Mitigation Strategies

Competencies

Anti-money Laundering/Sanctions Policies and Procedures, Business Process Improvement, Fraud Detection and Prevention, Internal Resource Coordination, Operational Risk, Regulatory Environment - Financial Services, Standard Operating Procedures

Work Experience

Roles at this level typically require a university / college degree, with 3+ years of industry-relevant experience. An operations or production environment position typically requires 2 years of previous managerial experience. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

Education

Bachelors

Certifications

No Required Certification(s)

Licenses

No Required License(s)

Pay Transparency

Base Salary: $55,000.00 – $109,500.00Salaries may vary based on geographic location, market data and on individual skills, experience, and education. This role is incentive eligible with the payment based upon company, business and/or individual performance.

Application Window

Generally, this opening is expected to be posted for two business days from 09/30/2025, although it may be longer with business discretion.

Benefits

PNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include: medical/prescription drug coverage (with a Health Savings Account feature), dental and vision options; employee and spouse/child life insurance; short and long-term disability protection; 401(k) with PNC match, pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption, surrogacy, and doula reimbursement; educational assistance, including select programs fully paid; a robust wellness program with financial incentives.In addition, PNC generally provides the following paid time off, depending on your eligibility: maternity and/or parental leave; up to 11 paid holidays each year; 8 occasional absence days each year, unless otherwise required by law; between 15 to 25 vacation days each year, depending on career level; and years of service.

To learn more about these and other programs, including benefits for full time and part-time employees, visit Your PNC Total Rewards.

Disability Accommodations Statement

If an accommodation is required to participate in the application process, please contact us via email at AccommodationRequest@pnc.com. Please include “accommodation request” in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses.  Applicants may also call 877-968-7762 and say "Workday" for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

At PNC we foster an inclusive and accessible workplace.  We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions.

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.

This position is subject to the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA) and, for any registered role, the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and/or the Financial Industry Regulatory Authority (FINRA), which prohibit the hiring of individuals with certain criminal history.

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.