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Senior Operations Specialist

2 months ago

Phoenix, United States First Citizens Full time

Overview

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

Candidates must live within a commutable distance to the Phoenix office location. The schedule for this role is typically Monday through Friday 8am-5pm This Senior Operations Specialist position is based on our Global Loans Operations Participation/Syndication loan team; and establishes and maintains ongoing maintenance support for commercial loans. 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 work.

Responsibilities

Service - Handles complex, escalated, or time-sensitive issues and requests. Determines target needs and provides resolution while maintaining a high standard of service. Establishing and ongoing maintenance of commercial loans, researching and balancing sophisticated information; and is a critical point of escalation particularly within the Participation/Syndication Loan space. Interacts with participant bank contacts independently to respond to ongoing needs and to assemble information; improves client relationships as key team member. 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. 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. 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.

Qualifications

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 Additional Preferred Qualifications Strong ability to multi-task, handle high volumes, and support cross-functional teams Commercial Loan background preferably with Participation/Syndication Commercial Loan experience Strong written and verbal communication skills Strong attention to detail Ability to think critically and solve complex scenarios

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