Senior Operations Specialist Lead

The Senior Operations Specialist Lead position leads operational support efforts for a business unit 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.

This is a part-time 25 hour per week position. The schedule is Tuesday - Thursday.

• 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

Preferred Skills:

• Current contractor/contingent worker for First Citizens Bank
• LaserPro lending application experience in admin, set up, production, and release
• Experience in Consumer and Commercial loan documentation and disclosures
• Strong analytical and critical thinking skills, with attention to detail and accuracy
• Ability to meet time sensitive deadlines
• Ability to adapt to change

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.

#EJC

#LI-DNI