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    Wire Transfer Operations Work Lead - Dallas, United States - Comerica

    Comerica
    Comerica Dallas, United States

    1 week ago

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    Description
    Wire Transfer Operations Work Lead


    The Global Funds Transfer Operations Lead position will be responsible for performing various production support related tasks to support GFT operations.

    The position will have four key responsibilities; Amazon call queue monitoring and agent reskilling, agent call evaluation, customer service escalation, and monitoring Key Performance Measurements.

    The Wire Transfer Ops Lead will provide support to the Production Managers in the day-to-day operations of the department.


    Position Responsibilities:

    • Amazon call flow monitoring and Agent re-skilling.
    • Monitors Key Performance Measurements (KPM's) as identified by GFT management team to ensure compliance.
    • Support department managers in the day-to-day operations of Global Funds Transfer and all aspects in the processing of incoming and outgoing wire transfers and customer service issues.
    • Responsible to assist in the development and implementation of department policies and procedures.
    • Responsible to facilitate departmental training of newly implemented and updated functions.
    • Collaborates with other work leads and management to provide the necessary support and action to fulfill broader group goals and objectives.
    • Responsible to work in conjunction with the Production Support team on minor to major system implementation; to also guide less experienced staff acting as a decision maker in the absence of management.
    • Responsible for communicating up or down depending on the situation.
    • Responsible for identifying process improvements and work in conjunction with management upon implementation.
    • Must demonstrate efficient time management skills to ensure all projects and deadlines are met without compromising accuracy and quality.
    • Ability to maintain composure during stressful situations.
    • Serves in backup role to Customer Service Representatives and Wire Agents.
    • Serves as a member of the GFT BURT (Business Unit Recovery Team).

    Position Qualifications:

    • High School Diploma or GED
    • 3 years of experience in an operations environment
    • 3 years of experience in utilizing research skills and analysis with the ability to notice trends in data
    • 1 year of wire transfer experience preferred
    • Advanced knowledge of the Microsoft Office Suite applications, (Excel and Word), basic understanding of Power Point, Visio and Access knowledge a plus
    • Advanced knowledge of Hogan and MTS applications
    R L Thornton11:00am - 7:00pm Monday - Friday
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