• Executes complex transactions/processes of moderate to high risk and financial value utilizing standard policies and procedures. • Identifies and addresses exceptions. • Serves as a point of escalation for complex transactions. • Partners internally with service partners to route calls, documents or other action items to complete transactions. • Interacts with external customers to complete transactions. • Ensures the appropriate materials and documentation are available to complete transactions. • Provides consultation and advice to internal and external customers. • Reviews existing processes, recommends improvements and drives implementation. • Serves as a subject matter resource for process improvement projects. • Trains and onboards new hires. • Reviews transactions and related documents to verify completeness, accuracy, conformance to established service levels and compliance with applicable policies and procedures. • Participates in risk mitigation activities.

• Lead the FinOps function across settlement, billing, exception management, collections, and financial control functions • Own daily, monthly, and periodic operational calendars; ensure all processes are executed on schedule and within defined accuracy and quality thresholds, with a focus on automation • Establish and maintain operating procedures, runbooks, and control documentation for all FinOps processes • Serve as the primary escalation point for high-severity financial exceptions, funding discrepancies, or merchant-impacting operational failures • Maintain full reconciliation integrity across the merchant services general ledger, including settlement accounts, clearing accounts, reserve accounts, and fee income accounts • Ensure daily and month-end close activities are completed accurately and on time in coordination with the bank's Finance and Accounting functions • Design and enforce a strong internal control environment, including dual controls, reconciliation sign-offs, and exception aging governance • Partner with Internal Audit and Compliance to support examinations, audits, and regulatory reviews of financial operations • Own merchant interchange and scheme fee economics; ensure interchange income is accurately captured, pass-through fees are correctly assessed, and network fees are reconciled and disputed where applicable • Identify and remediate billing and revenue leakage across the merchant portfolio, including misconfigured rate plans, unbilled transactions, and under collected fees • Partner with Product and Pricing teams to operationalize fee schedule changes and new billing constructs • Manage reserve adequacy across the merchant portfolio, coordinating with Credit Risk and Underwriting on reserve policy application and exceptions • Oversee the collections strategy for merchant receivables, including fee arrears, negative balance recovery, and post-termination loss mitigation • Lead damage assessment processes for merchant-related fraud, processing errors, and dispute losses; quantify recoverable amounts and coordinate recovery actions • Ensure all FinOps processes comply with applicable regulations, card network rules, and bank policy, including IRS 1099-K requirements, BSA/AML transaction monitoring obligations, and state unclaimed property laws • Manage lien and levy processing in strict adherence to legal requirements and internal policy • Maintain audit-ready documentation and evidence packages for all FinOps processes • Define and drive the FinOps target operating model, including automation opportunities, system enhancements, and vendor/processor integration improvements • Develop and report on a FinOps scorecard covering operational KPIs, exception aging, funding accuracy, billing quality, and recovery performance • Partner with Product & Platform team on requirements for Technology system implementations, platform migrations, and operational tooling that impacts financial processing • Contribute to the merchant services business strategy by providing data-driven insight on operational cost, risk exposure, and revenue performance

• Oversees operations workflow and owns the execution of transactions/processes • Manages direct reports on the operations team • Assists team members with escalated issues • Provides coaching and development to team members • Provides consultation and advice to service partners and customers • Reviews transactions and/or reports to monitor quality and ensure compliance

• supports and executes Securities Settlements for FED, DTC and Mutual Fund products • investigating and resolving discrepancies of positions for PNC’s books and records • completing daily checklist items ensuring all controls, procedures and processes are completed for auditing purposes • coordinating with Traders and Relationship Managers to facilitate settlement in a timely manner for customers • monitors the production workflow and assists team members with escalated process issues • independently identifies and resolves exceptions and serves as a point of escalation • monitors effectiveness and efficiency of production and/or process • ensures the business adheres to policies, procedures and regulatory standards