Senior Operations Specialist (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 Phoenix, AZ, or Raleigh, NC office.

The Senior Operations Specialist leads with operational support efforts to a new mortgage loan servicing and booking team with a high level of complexity and ability. Addresses escalated or time-sensitive issues, disputes, and requests to facilitate processes and associate workflow. Provides expertise and guidance to align daily activities with service standards, business goals and regulations. Identifies, recommends, and assists in implementing process improvements and enjoys shaping workflows that set the foundation for long term success. Aids management with special projects such as reporting or monitoring performance.

• Service - Handles complex, escalated, or time-sensitive issues and requests. Determines target needs and provides resolution while maintaining a high standard of service.
• Operational Support - Performs various operational tasks that occur during customer, vendor, and associate inquiries. Streamlines the workflow for other associates within the business unit through operational activities. Identifies, communicates, and makes recommendations to address process inefficiencies.
• Documentation - Handles standard documentation and files associated with daily activities, which may include processing, reviewing, or distributing materials. Maintains and updates department records either physically or within a system.
• Business Expertise - Provides knowledge in area of work. Researches and maintains strong 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.

Bachelor's Degree and experience in Operations or Customer Service OR High School Diploma or GED and 4 years of experience in Operations or Customer Service

Preferred Areas of Experience & Qualifications:

• Knowledge of Bank operations and regulatory or legal environments
• Strong background in mortgage & HELOC loan booking and servicing
• Deep understanding of the mortgage servicing lifecycle, including loan set up, escrow analysis, payoff processing and customer account maintenance.
• Intermediate to advance Excel (v-lookups, pivot tables, data validation)
• Comfortable navigating compliance requirement, loan documentation and transaction reconciliation

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.