Senior Operations Specialist Lead: A Hybrid Role in General Banking Loan Servicing
Today’s dynamic business environment requires professionals who can adapt to diverse work settings while maintaining high levels of operational efficiency. A unique hybrid role that meets these demands is now available in Raleigh, North Carolina, and Phoenix, Arizona. This position is designed for individuals who can balance office-based work with external engagements, ensuring the smooth operations of a business unit at a high complexity level.
Role Overview
The Senior Operations Specialist Lead is expected to manage operational support efforts, addressing escalated or time-sensitive issues, disputes, and requests to facilitate processes and associate workflow. As a senior team member, this role serves as a guide for less experienced specialists, providing expertise and guidance to align daily activities with service standards and business goals.
As a conduit for operational efficiency, the Senior Operations Specialist Lead is responsible for identifying, recommending, and assisting in the implementation of process improvements, aiding management with special projects, such as reporting or performance monitoring.
Key Responsibilities
Operational Support
The Senior Operations Specialist Lead is expected to perform various operational tasks that arise during customer, vendor, and associate inquiries, streamlining the workflow for other associates within the business unit. This role involves identifying, communicating, and making recommendations to address process inefficiencies.
Business Expertise
As a specialist in the field, this role requires strong research skills and knowledge of laws, regulations, and policies that affect specific job duties, ensuring work is accurate, efficient, and compliant. Familiarity with product, system, or processes is also essential to resolve problems and handle customer requests.
Service
Handling complex, escalated, or time-sensitive issues and requests is part of the job. Determining client needs and providing resolution while maintaining a high standard of service is a significant aspect of this role.
Documentation
Standard documentation and filing associated with daily activities, including the processing, reviewing, or distributing materials, are part of the responsibilities. This role also involves maintaining and updating department records either physically or within a system.
Qualifications and Preferred Skills
The qualifications for this role include a Bachelor’s Degree and 2 years of experience in Financial Services and Operations Support, OR a High School Diploma or GED and 6 years of experience in the same field.
Preferred skills include experience with Microsoft Visio, intermediate to advanced Excel skills (v-lookups, pivot tables, data validation), knowledge of ALS (Advanced Lending System), advanced leadership qualities, excellent communication skills, and comfort navigating compliance requirements, loan documentation, and transaction reconciliation.
First Citizens Bank, the organization offering this role, is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of its associates. More details about the benefits can be found at their official website.
In conclusion, the Senior Operations Specialist Lead role is a challenging and rewarding position that offers an ideal mix of operational support, business expertise, service, and documentation. It is a unique opportunity for experienced professionals to influence change and drive efficiency within a leading financial services organization.
For more information about this role, visit the official job posting Here.
