Overview
This position provides analytical, modeling and reporting support to the Bank's daily operations by performing business analysis related to operational processes, systems, or products in order to evaluate performance and drive operational efficiencies. Makes recommendations based on identified trends and areas of improvement. Facilitates the daily workflow by answering inquiries, resolving issues, and other activities that support efficient operations. Ensures that all processes, systems, or products are effectively functioning and serving the needs of Bank clients. Works under some supervision, with latitude for the use of initiative and independent judgment. Delivers routine and non-routine solutions to the operations team by assessing and understanding the scope, offering feedback for their needs while ensuring providing value for the team and Bank.
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Responsibilities
Operational Support - Serves as a coordinator performing various operational tasks that occur through customer related service request or associate inquiries. Serves as initial point of contact for technical support of assigned operational process and artifact review, business requirements. coordination, and user acceptance testing prior to implementation of systems or projects. Aggregates data on operations KPI's and activities, coordinates communication and requests between involved parties. Provides trouble shooting support for issues involving internally. May include liaising with management to establish work progress.
Analysis - Coordinates technical support strategy for best in class proactive, predictive customer support experience. Sources, compiles, and interprets data. Performs analysis to monitor overall performance, tracking issues and identifying opportunities. Implements action plans and partners with the functional groups within the organization to effectively deliver and improve existing processes and efficiencies.
Business Proficiency - Provides knowledge in area of work to associates and clients. Utilizes product, system, or process familiarity to resolve problems and handle client requests, as well as recommend strategy and business enhancements to management.
Relationship Development - Develops and retains positive business and customer relationships. Makes recommendations, issues resolution, and ongoing relationship management for assigned initiatives.
Documentation - Handles standard documentation associated with daily activities, which may include processing, reviewing, or creating materials. Ensures the accuracy and completeness of analysis reporting. Administer department databases, reporting or files.
Qualifications
Bachelor's Degree and 4 years of experience in Banking, Finance, Reporting/Analytics, and/or Collections
- OR -
High School Diploma or GED and 8 years of experience in Banking, Finance, Reporting/Analytics, and/or Collections
Additional Requirements:
Intermediate Microsoft Excel skills
Data analytics and reporting experience
Trend identification experience
Strategic mindset
Advanced written and verbal communication
Preferred Qualifications:
Bachelor's Degree
Familiarity with dialer systems
SQL and/or Microsoft Power BI experience
Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.