Senior Operations Specialist - Loan Servicing (Hybrid)

This is a hybrid role, with the expectation that time working will regularly take place inside and outside of a company office.

The Sr. Operations Specialist is responsible for processing transactions and completing maintenance accurately when performing the department's daily operational tasks and when providing operational support to internal business partners.

This 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.

• Service - Handles complex, escalated, or time-sensitive issues and requests. Determines target needs and provides resolution while maintaining a high standard of service.
• Manages workflow queue to ensure transaction and maintenance requests are processed within allotted SLA (Service Level Agreement) times.
• Accountable for performing assigned functions efficiently while ensuring all regulations, procedures, and polices are adhered to.
• Acts as a resource and routinely identifies operational improvements.
• Provides training to team members; and helps to ensure the day-to-day functions are performed according to policies and procedures.
• Applies knowledge or resources to resolve issues; seldom encounters issues requiring customer concern.
• 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.
• Servicing of SOFR commercial loans and maintenance to loan accounting systems
• Building a comprehensive understanding of all loan documents
• Resolving advance and various maintenance items in loan accounting system
• Managing the payment process within our loan system
• Ensure Bi-Lateral Commercial wires are cleared in a timely manner from wire clearing GL
• 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.
• Handles Letters of Credit and maintenance
• Analyzes and researches items for resolution.
• Processes transactions or resolves exceptions.
• Builds relationships with team and other internal clients and collaborates to resolve issues.
• Recommends potential improvements in execution.
• 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.

• Bachelor's Degree and 0 years of experience in Operations or Customer Service OR High School Diploma or GED and 4 years of experience in Operations or Customer Service
• Skill(s): Knowledge of Bank operations and regulatory or legal environments

Preferred qualifications:

• Commercial Loan background
• Strong ability to multi-task, handle high volumes, and support cross-functional teams.
• Solid networking skills, strong ability to build relationships with internal clients.
• Strong attention to detail Critical thinking with the awareness to know when to challenge or question.
• Interest in following process and procedures

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.