Default Operations Analyst II

Regular, full-time position. Fluency in English required. 1st shift.

About the role

Analyze and evaluate internal systems, procedures, or processes of a particular business unit. Use established guidelines, strategies, and tools when reviewing data to make business decisions. Consult with clients experiencing a hardship and work towards a resolution (which may include a loan/line term modification, insurance payment, complaint resolution, etc).

Responsibilities

• Provide excellent customer service to all internal business partners and external clients via inbound/outbound calls, written correspondence, or monitor these interactions for accuracy.
• Evaluate client requests or concerns to determine qualifications for assistance or optimal resolution; assist teammates with questions.
• Accurately complete documentation and workflow updates in all required systems.
• Provide support to department/staff with related workflow activities, including processing client requests, loan maintenance, and required follow-up items.
• Minimize risk by complying with Federal regulations, state laws, Bank policy, and Unit procedures. Identify, mitigate, or communicate any issues or concerns to appropriate parties.
• Manage assigned tasks and complete with accuracy. Leverage multiple systems and business tools to monitor and determine/support appropriate outcomes/actions that may be product-specific or support multiple product types.
• Assist manager with various workflow duties and initiatives, as assigned, and support new hire training.

Requirements

• High School diploma or equivalent.
• 2+ years of customer service or call center experience.
• Flexibility to adapt to frequently changing processes and procedures.
• Proficiency in basic computer applications, such as Microsoft Office software products.
• Excellent verbal and written communication skills.
• Strong critical thinking skills for effective problem identification and resolution in complex situations.
• Strong interpersonal skills to promote teamwork and guide others, but able to work well independently.
• 2-3 years of successful experience and knowledge in assigned or similar functional area.

Preferred Qualifications

• College/Associate degree or equivalent work experience.
• Strong knowledge of Bank applications and products.

Benefits

All regular teammates (working 20+ hours per week) are eligible for benefits, including:

• Medical, dental, and vision insurance.
• Life insurance, disability, and accidental death and dismemberment coverage.
• Tax-preferred savings accounts and a 401k plan.
• No less than 10 days of vacation (prorated based on hire date and full-time/part-time status) during the first year, plus 10 sick days and paid holidays.
• Depending on position and division, may also be eligible for a defined benefit pension plan, restricted stock units, and/or a deferred compensation plan.