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 Solutions 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 stakeholde