Operations Specialist Lead - Phoenix, United States - First Citizens Bank

Description

Overview:

This Operations Specialist Lead position provides advanced operational support for the Global Loan Operations Governance team in the execution of daily activities. Facilitates processes and workflows while ensuring compliance with all applicable regulations and policies. Maintains records and/or systems crucial for business operations. Answers inquiries and resolves issues, updating department records or systems accordingly, in alignment with service standards and business goals. Assists in the identification of process inefficiencies or opportunities for improvement. Is a subject matter expert in their daily responsibilities. May guide less experienced specialists on the team through knowledge in the area of work.

This is a hybrid position that would require working from the office at least once a month*

• Service - Develops and maintains relationships with customers, associates and vendors to achieve business goals and streamline service experience. Answers inbound communications to service accounts, fulfill requests, or address issues. Determines client needs and provides resolution while maintaining a high standard of service. Identifies appropriate course of action for more complex issues or disputes.
• Operational Support - Performs various operational tasks that occur during customer, vendor, and associate inquiries. Performs complex data entry, processing and documentation. Identifies and communicates process inefficiencies. May offer recommendations for process improvements.
• Reviewing accuracy of information or loan documents (Loan and Security Agreement, Credit Agreement)
• Preparing reports
• Analyzing and researching items for resolution
• Resolution to exceptions
• Performs quality assurance
• Performs governance activities related to Data Quality, FAS91, Credit Risk Rating reconciliation between loan origination system and loan accounting system
• Manage fee logs / Review Control Reports
• Completing and overseeing daily checklist ensuring all controls, procedures and processes relating to the assigned functions are followed
• Ensuring all operational risk/issues are identified and mitigated appropriately and proactively
• Documentation - Handles standard documentation associated with daily activities, which may include processing, reviewing, or distributing materials. Maintains and updates department records either physically or within a system.
• Business Proficiency - Provides knowledge in area of work. Reviews and maintains knowledge of any laws, regulations, and policies that affect specific job duties to produce work that is accurate, efficient, and compliant. Utilizes product, system, or process familiarity to resolve problems and handle customer requests. May offer guidance and direction to less experienced specialists through knowledge in area of work.

Bachelor's Degree and 1 years of experience in Financial Services or Operations Support OR High School Diploma or GED and 5 years of experience in Financial Services or Operations Support

Additional Preferred Qualifications

• Knowledge of onboarding and maintaining client loans on multiple loan systems (primarily Signature)
• Good Knowledge on payment schedules and posting payments to loan system
• Strong ability to multi-task, handle high volumes, and support cross-functional teams
• Excellent written and verbal communication skills with ability to convey information
• Proficient at independently researching and solving complex scenarios
• Solid networking skills, strong ability to establish relationships with internal clients.
• Strong attention to detail
• Critical thinking with the awareness to know when to challenge or question
• Able to work in a transforming environment and be an ambassador for change
• Aptitude for following process and procedures
• Able to act as a Subject Matter Expert and leader for less experienced team members and work independently with Business Partners as a SME on projects and initiatives as assigned