Operations Specialist Lead (Remote KY, NC)

Overview This is a remote role that may only be hired in the following locations: KY & NC 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. Work Schedule: Sunday 8:00pm - 12:00am EST, Monday - Thursday 2:00pm - 12:00am EST 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 year 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: Current contractor/contingent worker for First Citizens Bank 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 If hired in KY or NC, the base pay for this position is generally between $23.19 and $40.19. Actual starting base pay will be determined based on skills, experience, location, and other non-discriminatory factors permitted by law. For some roles, total compensation may also include variable incentives, bonuses, benefits, and/or other awards as outlined in the offer of employment. #EJC – To restrict postings on Indeed and Appcast #LI-DNI – To restrict postings on LinkedIn