Detection & Investigation Analyst Lead with PNC in the Zelle Fraud organization. Responsible for analyzing suspicious activity and minimizing fraud risk across customer transactions.
About the role
- Forecast Analyst responsible for claims center's strategic planning and operational excellence in healthcare. Empowering leadership to optimize staffing and meet customer needs through data analysis.
Responsibilities
- Collaborate with company management to identify key business issues, outline strategic alternatives and recommend action plans to senior management.
- Develop analytical tools and models to support strategic business planning.
- Consult with customers on complex projects and identify financial impacts.
- Participate in strategic business planning and provide forecasting and analysis expertise.
- Measure and report on accuracy rates by month.
- Estimate the impact of future activity (system changes, process changes, training classes, communications, etc.) on contact handle time and volume projections.
- Examine historical data to recommend skill and staffing patterns based on daily statistics for hiring and training class assignments.
- Research, compile and maintain historical data required for management records and extensive analysis.
- Generate ad hoc reports to include trend analysis as requested by operations management.
- Provide budgeting figures to project skill and staffing needs in monthly and annual timeframes.
- Load and maintain corporate budget tool.
- Other duties as assigned.
Requirements
- An Associates degree or relevant technical certification or two years of work experience (Required).
- Five (5) years of relevant experience (Required).
- Five (5) years of workforce management experience in a contact center environment.
- Experience with Workforce Management software and/or experience in the healthcare field.
Benefits
- Medical, vision, and dental coverage with low employee premiums.
- Voluntary benefit offerings, including pet insurance for paw parents.
- Life and disability insurance.
- Retirement programs, including a 401K employer match and, believe it or not, a pension plan that is vested after 3 years of service.
- Wellness incentives with a wide range of mental well-being resources for you and your dependents, including counseling services, stress management programs, and mindfulness programs, just to name a few.
- Generous paid time off to reenergize.
- Looking for continuing education? We have tuition assistance for both undergraduate and graduate degrees.
- Employee recognition program to celebrate anniversaries, team accomplishments, and more.
- For our hybrid employees, our on-campus model provides flexibility to create your own routine with access to on-site resources, networking opportunities, and team engagement.
- Commuter perks make your trip to work less impactful on the environment and your wallet.
- Free convenient on-site parking.
- Subsidized on-campus cafes make lunchtime connections with colleagues fun and affordable.
- Participate in engaging on-site activities such as health and wellness events, coffee connects, disaster preparedness fairs and more.
- Our complementary fitness & well-being center offers both in-person and virtual workouts and nutritional counseling.
- Need a brain break? Challenge someone to a game of shuffleboard or ping pong while on campus.
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