Senior Operations Specialist Lead - Consumer Loan Boarding

First Citizens Bank - Raleigh, NC

Full-time - Mid Level

Raleigh, NC

Credit Intermediation and Related Activities

About the position

The Senior Operations Specialist Lead position at First Citizens Bank is responsible for leading operational support for the Consumer Loan Boarding team. This role involves addressing complex issues, facilitating processes, and providing guidance to ensure alignment with service standards and business goals. The position also includes identifying process improvements and assisting management with special projects, while serving as a mentor to less experienced team members.

Responsibilities

• Perform various operational tasks during customer, vendor, and associate inquiries.
• Streamline workflow for associates within the business unit through operational activities.
• Identify and communicate recommendations to address process inefficiencies.
• Provide knowledge in the area of work and maintain strong knowledge of relevant laws, regulations, and policies.
• Handle complex, escalated, or time-sensitive issues and requests, ensuring high service standards.
• Manage standard documentation and files associated with daily activities.

Requirements

• 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.
• Ability to think critically and quickly adapt to change.
• Experience with reviewing loan documents/loan agreements.
• Experience with consumer loans.
• Ability to work and navigate in a high volume environment.
• Experience adhering to service level agreements and quality metrics.
• Strong written and verbal communication skills.
• Strong ability to communicate with leadership and resolve escalations.
• Experience with Microsoft Office Suite.

Nice-to-haves

• Experience with consumer loans.

Benefits

• Comprehensive benefits program for full-time associates (20+ hours) designed to support families.