Banking Operations Specialist
1 week ago
Duties:
- Be responsible for responding to inquiries via CRM tools via email and messaging
- Complete daily cases through utilization of a standard operating procedure, and identify/analyze trends to suggest improvements for the program
- Understand escalation paths to triage a seller's needs and mitigate risk
- Answer customer questions regarding business documents or current loan information
- Maintain or exceed established service level agreements and guidelines for resolution of queued transactions to minimize potential revenue losses Identify, document, and follow up with teams on product bugs and features.
- Advocate for our seller community by identifying trends in issues and suggesting improvements to policies and products
- Participate in ongoing training to maintain current knowledge of BSA/AML and perform BSA/AML responsibilities as needed within the role.
- Effectively work in a remote or distributed work environment and collaborate with team members through internal messaging tools and video conferencing.
- Suggest improvements for Banking content on the Support Center and in our macros
- Gain a basic understanding of the Banking Underwriting process
Skills:
- Interest in implementing feedback and dedicated to the improvement of your skills and work.
- Flexibility to adapt and desire to collaborate with others on multiple assignments Analytic, written, and verbal communication skills.
- A desire to help achieve new milestones and improve the customer experience.
- A passion for customers engaging with products.
- Experience in direct customer facing roles.
- Proficiency with technical tools, such as Google and Microsoft Suite, Slack, and Customer Relationship Management (CRM) software is preferred.
- 1+ years of professional experience working within a financial institution, payment service provider, or experience in a direct customer-facing environment.
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