Operations Specialist Lead - Branch Ops (Hybrid)

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

We are looking for candidates who live within a commutable drivable distance to our State Street, Boston, MA office.

The schedule for this role is typically Monday-Friday 8:30am-5:00pm EST covering the closing shift (subject to change based upon business needs).

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. The ideal candidate will have expertise in banking operations, strong knowledge of account documentation, and a customer-focused approach to service.

• 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 quality control checks on business and personal account documentation, ensuring alignment with internal and regulatory standards. Provides expertise in handling Insured Cash Sweep (ICS) setup and maintenance.
• Documentation - Handles standard documentation associated with daily activities, which may include processing, reviewing, or distributing materials as well as dispositioning overdraft request. 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.

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

Preferred Qualifications:

• Experience in banking operations, strong knowledge of wire process, and a customer-focused approach to service.
• Strong organizational and time management skills are important.
• Able to multi-task is essential in a fast-paced environment with minimal oversight.
• Strong analytical skills and attention to detail are essential.
• Must be able to work independently on assigned duties while successfully collaborating in a team friendly environment.

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 https://jobs.firstcitizens.com/benefits.