Operations Specialist Lead - Global Loan Operations Quality Assurance

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 a commutable distance from the office.

This Operations Specialist Lead position provides advanced operational support for the Global Loan Operations Quality Assurance team in the execution of daily activities. Facilitates processes and workflows while ensuring compliance with all applicable regulations and policies. Maintains records and/or systems crucial for business operations.

Answers inquiries and resolves issues, updating department records or systems accordingly, in alignment with service standards and business goals. Assists in the identification of process inefficiencies or opportunities for improvement. Is a subject matter expert in their daily responsibilities.

May guide less experienced specialists on the team through knowledge, in the area of work. Responsibilities Service

• Develops and maintains relationships with customers, associates, and vendors to achieve business goals and streamline service experience. Answers inbound communications to service accounts, fulfill requests, or address issues.
  
  Determines client needs and provides resolution while maintaining a high standard of service. Identifies appropriate course of action for more complex issues or disputes. Operational Support

• Performs various operational tasks that occur during customer, vendor, and associate inquiries. Performs complex data entry, processing and documentation.
  
  Identifies and communicates process inefficiencies. May offer recommendations for process improvements. Managing a pipeline of servicing requests in multiple loan systems; facilitating/leading meetings; preparing/reviewing reports; researching or reconciling moderate to complex information; and may act as a point of escalation.
  
  Accountable for performing assigned functions with limited supervision efficiently and ensuring all regulations, procedures, and polices are adhered to. Acts as a resource and may recommend potential process improvements. May provide mentoring and coaching; and helps to ensure the day-to-day functions are executed according to policies and procedures.
  
  Performs assigned activities required to support Global Loan Operations. Works under limited supervision and has expanded skill set applied to the essential functions. Utilizes knowledge or resources to resolve moderate to complex issues, escalates complex non-routine problems.
  
  Auditing various loan Servicing transactions for our Commercial and Participation/Syndication loan products within the Bank systems Comprehend, translate, and review loan documents for accuracy and proper approvals. Preparing reports

• Analyzes, researches, and resolves a variety of operational activities related to loans Performs quality assurance of implemented items on the commercial banking systems Processing audit transactions approving wire transaction and resolving exceptions Skills. Providing training and support to clients, business partners and junior team members Documentation

• Handles standard documentation associated with daily activities, which may include processing, reviewing, or distributing materials. Maintains and updates department records either physically or within a system. Business Proficiency

• Provides knowledge in area of work. Reviews and maintains 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. May offer guidance and direction to less experienced specialists through knowledge in area of work. Qualifications Bachelor's Degree and 1 years of experience in Financial Services or Operations Support OR High School Diploma or GED and 5 years of experience in Financial Services or Operations Support Additional Preferred Qualifications Knowledge of onboarding and maintaining client loans on multiple loan systems (primarily Signature) Good Knowledge on payment schedules and posting payments to loan system.
  
  Strong ability to multi-task, handle high volumes, and support cross-functional teams Excellent written and verbal communication skills with ability to convey information Proficient at independently researching and solving complex scenarios Solid networking skills, strong ability to establish relationships with internal clients. Strong attention to detail Critical thinking with the awareness to know when to challenge or question Able to work in a transforming environment and be an ambassador for change Aptitude for following process and procedures Able to act as a Subject Matter Expert and leader for less experienced team members and work independently with Business Partners as a SME on projects and initiatives as assigned 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