Senior Operations Specialist Lead - General Banking Loan Servicing Team

This is a hybrid role in Raleigh, NC or Phoenix, AZ with the expectation that time working will regularly take place inside and outside of a company office.

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.

• 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:

• Experience with Microsoft Visio
• Intermediate to advanced Excel (v-lookups, pivot tables, data validation)
• Knowledge of ALS (Advanced Lending System)
• Advanced leadership qualities, including a high degree of professionalism with ability to influence and affect change within the organization
• Excellent verbal, written, and interpersonal communication skills
• Comfortable navigating compliance requirements, loan documentation and transaction reconciliation

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.

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