Senior Operations Specialist Lead - Consumer Loan Boarding

First Citizens Bank - Phoenix, AZ

Full-time - Mid Level

Phoenix, AZ

Credit Intermediation and Related Activities

About the position

The Senior Operations Specialist Lead position is a hybrid role 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 specialist will also identify and implement process improvements and assist management with special projects.

Responsibilities

• Perform various operational tasks during customer, vendor, and associate inquiries.
• Streamline workflow for associates through operational activities.
• Identify and recommend solutions to process inefficiencies.
• Provide expertise and maintain knowledge of laws, regulations, and policies affecting job duties.
• Handle complex, escalated, or time-sensitive issues and requests.
• Maintain and update department records and documentation.

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

Nice-to-haves

• Experience with consumer loans.
• Strong ability to communicate with leadership and resolve escalations.

Benefits

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