Business Analysis Advisor - Mortgage Investor Operations

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 Business Analysis Advisor, you will be within PNC’s Retail Bank Operations organization, supporting the Retail Lending Servicing and Mortgage Investor Operations group. This position is remote.
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.
The Retail Lending Servicing, Mortgage Investor Operations team supports mortgage servicing investor operations across Freddie Mac, Fannie Mae, Ginnie Mae, private investor portfolios, and default cash, driving process improvement, operational effectiveness, reporting, controls, and business analysis initiatives. Successful candidates will bring experience in mortgage servicing, investor reporting, loan administration, business analysis, finance, accounting, or reconciliations, along with the ability to analyze complex data, identify trends, and deliver reporting that supports strategic decision-making. Knowledge of the mortgage servicing lifecycle, including payment processing, escrow, loss mitigation, servicing transfers, MSP, default servicing, and investor reporting, is strongly preferred. This role requires collaboration across business, technology, risk, compliance, and operations partners to deliver solutions and drive continuous improvement. In addition to the job description below, the ideal candidate will also have:
Freddie Mac Servicing and Default Cash Postings:
Ideal candidates will have experience supporting Freddie Mac mortgage servicing operations, including investor reporting, investor accounting, loan administration, servicing transfers, remittance processes, reconciliation activities, and the interpretation and application of Freddie Mac servicing requirements. Candidates should also have experience processing and reconciling investor funds, mortgage insurance claim proceeds, liquidation proceeds, recoveries, refunds, and other default-related cash activity. Experience researching and resolving discrepancies, identifying process improvement opportunities, conducting root cause analysis, and partnering with cross-functional operational teams to strengthen controls, improve efficiency, and enhance servicing performance is highly valued.
Fannie Mae/Ginne Mae Servicing :
Ideal candidates will possess knowledge of Fannie Mae & Ginnie Mae servicing practices and investor guidelines, including reporting, reconciliation, compliance monitoring, servicing oversight, and operational support activities. Candidates should also have experience driving process improvement initiatives, identifying operational efficiencies, enhancing controls, and implementing sustainable solutions. Successful candidates will be comfortable analyzing complex servicing requirements, translating business needs into actionable solutions, and partnering across multiple stakeholder groups.
Private Investor & Portfolio Servicing:
Ideal candidates will have experience supporting private investor and portfolio servicing operations, including investor reporting, investor accounting, loan administration, servicing transfers, remittance processes, reconciliation activities, and the interpretation and application of investor-specific servicing requirements. Candidates should also have experience reviewing, interpreting, and operationalizing private investor servicing agreements and related contractual requirements, ensuring servicing activities, reporting obligations, remittance practices, and control processes align with investor expectations and contractual commitments. Experience supporting investor-related financial and operational processes, researching and resolving discrepancies, identifying process improvement opportunities, conducting root cause analysis, strengthening operational controls, and partnering with cross-functional teams to improve efficiency, consistency, compliance, and servicing performance is highly valued. This position may be eligible for remote work in select geographic locations, subject to approval by PNC. If approved, work must be conducted from a quiet, secure, and confidential home-based workspace. Occasional in-office participation may be required based on business needs. PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

Job Description

• Directs the research, discovery, collection and interpretation of business requirements. Participates in the development and review of complex processes and procedures, workflow analytics and reporting. May provide senior level consultation and communicates with clients and technology teams on business designs, problem solving and business analysis to support project goals and objectives.
• Consults and recommends the frameworks, methodologies and processes involved in business requirements traceability for business analysis teams. Independently mentors, leads, and coaches other associates to affect knowledge transfer. Oversees the development and maintenance of all applicable policy and procedure documentation.
• Translates business needs, processes and/or procedures by partnering with applicable experts and business stakeholders to determine and articulate needs. May communicate with senior level stakeholders and technology teams on complex business requirements.
• Leads multiple business analysis project management processes through planning, quality assurance and effectiveness assessment. Provides direction for the successful deployment of projects. Drives the development, analysis and distribution of complex reporting.

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

Business Needs, Business Processes, Data Analytics, Decision Making, Management Reporting, Prioritization, Waterfall Model

Competencies

Analytical Thinking, Business Assessment, Business Process Modeling, Consulting, Effectiveness Measurement, Information Capture, Problem Solving, Process Management, Project Management, Requirements Analysis, Software Product Business Knowledge

Work Experience

Roles at this level typically require a university / college degree, with 3+ years of relevant / direct industry experience. Certifications are often desired. 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)

Language Assessments

No Required or Preferred Language Assessments

Pay Transparency

Base Salary: $75,000.00 – $150,000.00 Salaries 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 09/17/2026, 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; 9 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 pncthrive.com.

Disability Accommodations Statement

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.