Job Details

Advanced Operational Support Role

This is a remote role, we are looking for candidates who live within a commutable drivable distance to our Phoenix, AZ, Salt Lake City, UT or Raleigh, NC office. The schedule for this role is: Monday - Friday, 1:00pm - 10:00pm PT. This position provides advanced operational support for a business unit 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.
• 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 with ACH
• Proven experience in electronic payments
• Effective communication skills, both verbal and written
• Efficient time management skills, works with a sense of urgency
• Ability to problem solve and troubleshoot independently
• Ability to multitask and resilient to changes in workflow
• Team-oriented

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at jobs.firstcitizens.com/benefits. First Citizens Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, age, disability, protected veteran status, sexual orientation, gender identity, genetic information, military membership, application, or obligation, or any other legally protected status.