Center Support Specialist II

About the role

This position is part of the Center Support Specialist II team under the Centralized Service Manager. The role supports the achievement of Bank and departmental goals through operational excellence.

Responsibilities

• Complies with and stays updated on policies and procedures, federal and state laws applicable to the job.
• Develops and maintains a comprehensive working knowledge of Bank operational processes, systems, products, procedures, forms, and support resources.
• Provides accurate, timely, and professional support to associates through the Center Support Line and other designated support channels.
• Responds to associate inquiries and requests by researching issues, providing guidance, resolving operational questions, and escalating complex matters to the appropriate business partners when necessary.
• Serves as a primary support resource for Individual Retirement Accounts (IRAs) and Health Savings Accounts (HSAs).
• Administers content within the Center Operations Support site in CONNECT by maintaining current versions of procedures, forms, and reference materials.
• Prepares, publish, and distribute internal communications, including operational updates, informational notices, warnings, and action-required bulletins.
• Identifies opportunities to improve operational processes, controls, and efficiencies.
• Completes assigned Center Operations Support certifications and performs reviews of daily, monthly, and periodic reports to ensure operational accuracy, quality standards, policy adherence, and regulatory compliance requirements are met.
• Assists the Centralized Service Manager with departmental projects, initiatives, audits, reporting requirements, and special assignments.
• Compiles, analyzes, and presents information used to support management decision-making and executive-level reporting.
• Maintains cross-functional knowledge of Center Operations Support responsibilities and functions and serves as a backup for assigned operational duties to support business continuity and departmental effectiveness.
• Participates in job-related training, seminars, webinars, and continuing education opportunities to enhance knowledge, maintain required certifications, and remain current with regulatory, operational, system, and industry changes.
• Builds and maintains positive working relationships with associates, departments, and business partners to support collaboration and the successful resolution of operational issues.
• Provide, present, and promote the Citizens Experience to all external and internal customers.

Qualifications

• Bachelor's degree from a four-year College or University; or three to five years of banking operations, branch operations, deposit operations, support services, related financial institution experience; or an equivalent combination of education and experience.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Skills

• Demonstrated ability to manage multiple assignments simultaneously, establish priorities, and consistently meet deadlines in a fast-paced environment.
• Excellent written and verbal communication skills, with the ability to effectively communicate information, instructions, and recommendations to associates at all levels of the organization.
• Strong analytical, critical thinking, and problem-solving skills, with the ability to independently research issues, identify solutions, and collaborate with others to resolve complex operational matters.
• Ability to assess competing priorities, exercise sound judgment, and effectively prioritize work based on business needs, regulatory requirements, risk considerations, and service expectations.
• Strong organizational and time management skills, with the ability to maintain accuracy and attention to detail while managing multiple deadlines and responsibilities.
• Ability to learn and apply new systems, processes, products, regulations, and technologies in support of changing business needs.

Benefits

The exact compensation may vary based on skills, experience and/or education, and location. This position is also eligible for an annual bonus.

Pay

$20.00 To $26.25 Hourly

Schedule

Not specified