Overview
This is a hybrid role (after the initial training period), with the expectation that time working will regularly take place inside and outside of a company office.
This Senior Operations Specialist Lead position leads operational support efforts for the Consumer Loan Boarding team at a high level of complexity and ability. Addresses escalated or time-sensitive issues, disputes, and requests to facilitate processes and associate workflow. Provides expertise and guidance to align daily activities with service standards and business goals. Identifies, recommends, and assists in implementing process improvements. Aids management with special projects such as reporting or monitoring performance. Serves as a leader for less experienced specialists on the team through knowledge in the area of work.
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Responsibilities
- Operational Support - Performs various operational tasks that occur during customer, vendor, and associate inquiries. Streamlines the workflow for other associates within the business unit through operational activities. Identifies, communicates, and makes recommendations to address process inefficiencies.
- Business Expertise - Provides knowledge in area of work. Researches and maintains strong 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.
- Service - Handles complex, escalated, or time-sensitive issues and requests. Determines client needs and provides resolution while maintaining a high standard of service.
- Documentation - Handles standard documentation and files associated with daily activities, which may include processing, reviewing, or distributing materials. Maintains and updates department records either physically or within a system.
Bachelor's Degree and 2 years of experience in Financial Services and Operations Support OR High School Diploma or GED and 6 years of experience in Financial Services and Operations Support
Additional Preferred Qualifications
- Ability to think critically and quickly adapt to change
- Experience with reviewing loan documents/ loan agreements
- Experience with consumer loans
- Ability to work and navigate in a high volume environment
- Experience adhering to service level agreements and quality metrics
- Strong written and verbal communication skills
- Strong ability to communicate with leadership and resolve escalations
- Experience with Microsoft Office Suite
First Citizens benefits programs are designed to meet our associates where they are in life. Full-time associates (20+ hours) are offered a comprehensive benefits program, with customized offerings, including those designed to support families, however defined. More information regarding our benefits offerings can be found here: https://jobs.firstcitizens.com/benefits.