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Senior Operations Specialist
Mechanics Bank. Serve in a support and backup capacity for various back office operations of the bank .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Service Operations Support and Customer Care within a financial institution, with a strong focus on compliance with banking regulations and policies. Proficient in problem-solving, analytical thinking, and effective communication, particularly in the context of handling complex customer inquiries and operational tasks.
Highest-signal resume keywords
Service Operations SupportCustomer Care FunctionsFraud Prevention KnowledgeAdvanced Knowledge of Banking RegulationsModerate Excel Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Operational SupportQAR Review and SubmissionFEAR CompletionAdobe eSignACH Originator InformationCall ReviewAnalytical SkillsCritical Thinking SkillsBasic Writing SkillsGrammar Skills
Soft Skills
Problem SolvingTraining OthersCommunication Skills
Tools & Technologies
Calabrio FunctionalityOutlook
Industry Keywords
Banking RegulationsService LevelsDepartment GuidelinesCustomer Care AgentsOperational Position
About the role
Key responsibilities & impact- Serve in a support and backup capacity for various back office operations of the bank
- Perform duties in Service Operations Support and Customer Care
- Monitor the status of Service Operations Support workloads to ensure service levels are met
- Adhere to department guidelines, policies, procedures, and regulatory requirements
- Review Questionable Activity Reports submitted by Customer Care Agents
- Conduct calls related to QAR submissions
- Rewrite QARs in an articulate, detailed, professional manner
- Submit revised QARs to FIU
- Complete FEARs
- Perform APS callbacks
- Complete QAR/FEAR tracking
- Monitor and review Service Operations Support volumes
- Cross-train on various department functions
- Cover other staff on PTO by performing Service Operations Support functions
- Complete Personal Online Banking and Bill Pay registrations
- Respond to unsecure and secure support emails according to bank policy and within service levels
- Work the Outlook, Customer Care, and Research boxes
- Perform callback functions and complete Adobe eSign, Manual Control, Do Not Assist, branch stop payment, branch Personal Online Banking maintenance, ACH Originator information, fax processing, and miscellaneous requests
- Perform call reviews as needed
Requirements
What you’ll need- 2 Year / Associate Degree preferred
- Additional experience may be considered in lieu of degree
- 3 years in an operational, accounting, finance or related position in a financial institution required
- In depth knowledge of the job and its practical applications to complex problems and situations ordinarily encountered
- Advanced knowledge of company policies and procedures and banking regulations
- Able to help train others and answer questions about complex situations
- Excellent problem solving skills
- Knowledge of Customer Care Functions
- Moderate Excel skills
- Calabrio functionality
- Fraud prevention knowledge
- Basic writing and grammar skills
- Analytical skills
- Critical thinking skills
- Ability to perform the stated physical demands, including occasionally lifting and/or moving up to 10 pounds
Benefits
Comp & perks- AIP Bonus up to 5%
- Medical, prescription, dental, and vision coverage for employees and their eligible family members
- Employer paid Employee Assistance Program, Life Insurance, AD&D, and Disability benefits
- Health Savings Account with employer contribution
- Healthcare and Dependent Care Flexible Spending Accounts and Commuter/Parking Benefit
- 401(k) and Roth 401(k) with company contribution
- 529 Education Savings plan, Tuition Reimbursement Program and Student Loan Assistance Program
- Supplemental Health plans, Voluntary Legal and Identity Theft Services
- 11 paid holidays
- Paid Sick days (accrual of one hour for every 30 hours worked)
- Up to 25 paid vacation days
- 16 hours of paid volunteer time throughout the calendar year
- Free personal checking and savings account
- Discounted rates on primary residence loan with $0 origination fees (restrictions apply)