Senior Operations Specialist

First Citizens Bank is actively seeking an Sr. Operations Specialist in the Insurance Tracking Department for Flood and Hazard Insurance. The Senior specialist is responsible for the operational support efforts for the Loan Servicing unit at a high level of complexity and ability. Addresses escalated or time-sensitive issues, disputes, and requests to facilitate processes and associate workflow in regard to insurance tracking for flood and hazard insurance for loan collateral and force-placed insurance. Provides expertise and guidance to align daily activities with service standards and business goals. Identifies, recommends, and assists in implementing process improvements. Aids management with special projects such as reporting or monitoring performance. Serves as a leader for less experienced specialists on the team through knowledge in work. 

• Monitors daily workflow to ensure completion
• Processes force-placed requests for hazard and flood
• Analyzes documentation such as appraisals to determine adequate insurance requirements
• Performs quality assurance reviews and various other control reviews to ensure regulatory compliance
• Reconciles vendor bills for force-placed insurance transactions
• Handles escalated branch and customer calls

Other Related Duties:

• Service - Handles complex, escalated, or time-sensitive issues and requests regarding insurance tracking and force-placed insurance. 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 insurance tracking, specifically regulatory requirements for flood and hazard insurance. 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 1 year of experience in Operations or Customer Service OR High School Diploma or GED and 4 years of experience in Operations or Customer Service
• Skill(s): Knowledge of Bank operations and regulatory or legal environments
• Excellent Customer Service

Preferred Qualifications

• General Ledger experience
• Knowledge of Insurance Tracking regulatory requirements