Customer Account Servicing - Jr. Associate
Position Description
Reporting to the Team Leader, The Junior Associate/Associate is responsible for reviewing, analyzing, verifying, and validating customer account requests for U.S.-based clients, as well as handling follow-ups, updating records, and resolving issues. This role requires strong analytical skills, attention to detail, and an ability to work in a fast‑paced, compliance‑driven environment. The associate will ensure accurate case handling while delivering a high standard of customer experience and adhering to US regulatory guidelines.
Your future duties and responsibilities
Perform end-to-end customer account servicing for U.S. retail banking client, ensuring accuracy, timeliness, and adherence to regulatory and internal compliance standards. Processing account information and account maintenance requests originating at other PNC segments (i.e., Branches, Customer Care Centers, Treasury Management, etc.). Vendor’s responsibilities shall include updating customer titles and account maintenance, receipt of W9 & W8-NRA forms and application of tax certification codes, combining of duplicate customer records, indexing of signature cards for DDA/SAV accounts, Certificate of Deposits (CDs), updating credit card demographics, decedent processing (date of death balance requests and PA inheritance tax filing), 1098/1099 interest corrections, duplicate, dispute research, statement requests, and Reg D inquiries.
Skills
• Transaction Processing – Proficiency in executing and managing varied transactions using standard procedures with a high degree of accuracy.
• Attention to Detail – Strong ability to review and verify documents, identify discrepancies, and ensure completeness and compliance with established standards.
• Analytical Skills – Capacity to analyze moderately complex transactions, identify patterns, and resolve issues or escalate as necessary.
• Problem-Solving – Ability to identify issues within processes, conduct thorough research, and implement or recommend corrective actions.
• Communication Skills – Strong verbal and written communication skills to interact effectively with customers and internal/external business partners.
• Collaboration and Teamwork – Ability to work with cross-functional teams to complete transactions and streamline processes.
• Time Management – Skill in managing multiple transactions and tasks efficiently to meet deadlines and service level agreements.
• Documentation and Record-Keeping – Expertise in maintaining accurate, up-to-date records of transactions to ensure data integrity and accessibility.
• Compliance and Regulatory Awareness – Familiarity with regulatory requirements and company policies, with a commitment to upholding these standards in all transactions.
Other Expectations
• Schedule Adherence: Complies to assigned shift schedules (including but not limited to Start Time, End Time, and Breaks/Lunch); complies to rest day schedules; adheres to leaves filing policy outlined by the engagement/company
• Quality Compliance: Follows all quality standards following the engagement/company policies; Ensures all quality deficiencies are corrected promptly for activities in their function
• Teamwork and Communications: Ensures attendance to all required meetings (either for engagement-related meetings or for company-related meetings);
• Can work under pressure
• Ability to work in US shifts, weekends, or holidays depending on process requirements.
• Must be flexible with the ability to adapt to changes quickly.
• Proactive and has a customer service-oriented mindset
• Receptive to feedback and willing to learn
Required qualifications to be successful in this role
• Bachelor’s degree in business, Finance, Commerce, or related field (preferred).
• 1-2 years of banking / lending / mortgages BO processes (US BPO experience preferable) experience or knowledge.
• Strong analytical and decision‑making skills.
• Excellent written and verbal communication skills.
Together, as owners, let’s turn meaningful insights into action. Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…
You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.
Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.
You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.
Come join our team—one of the largest IT and business consulting services firms in the world.