QA - Rs. Review QA - Rs submitted by Customer Care Agents. Call review related to the QAR submissions. Rewrite QA - Rs in an articulate, detailed, professional manner. Submitted revised QA - Rs to FIU. Complete FEA - Rs. APS call backs. Complete QAR/ FEAR tracking. Monitor and review SOS volumes. Review daily volumes to ensure volumes are completed in a timely manner and according to SLAs. Crosstrain on various department functions. Performs Service Operations Support functions, in support of Cu... more details
Mechanics Bank is currently searching for an Sr. Operations Specialist to join our team. Here at Mechanics Bank, we value connection, partnership, long term relationships and working together in person. This role will be working on-site at our Corona office.
Serves in a support and backup capacity for various back office operations of the bank. Primarily responsible for duties in Service Operations Support and Customer Care. Will work under minimum supervision and work closely with Customer Care. Monitors the status of Service Operations Support workloads to ensure Service levels are met. Adheres to department guidelines, policies, procedures and regulatory requirements governing Customer Care, and Bank Operations and Services, while maintaining maximum level of quality, timeliness of work and providing optimum customer service and satisfaction. The Sr. Operations Specialist performs all Service Operations Support functions outlined below.
What you will do:
QARs
Review QARs submitted by Customer Care Agents
Call review related to the QAR submissions
Rewrite QARs in an articulate, detailed, professional manner
Submitted revised QARs to FIU.
Complete FEARs
APS call backs
Complete QAR/FEAR tracking
Monitor and review SOS volumes. Review daily volumes to ensure volumes are completed in a timely manner and according to SLAs.
Crosstrain on various department functions.
Performs Service Operations Support functions, in support of Customer Care, to cover other staff on PTO. These functions include, but are not limited to the following:
Completes POLB and Bill Pay registrations.
Responds to unsecure (Contact Us) and secure (Secure Support) emails professionally, according to Bank policy and procedure, and within SLAs.
Works the Outlook, Customer Care, Research box, performs various call back functions and completes requests including:
Adobe eSign, Manual Control, Do Not Assist,
Branch Stop Payments
Branch OLB maintenance
ACH Originator information
Process faxes
Misc. requests
Call review as needed.
Who you are:
High School diploma or equivalent required.
Minimum 3 years’ experience in operations at a financial institution.
Knowledge of banking standards, practices and procedures.
Knowledge of Customer Care functions
Excel skills
Calabrio functionality
Critical thinking
Fraud prevention
Basic writing and grammar skills
Analytical skills
#LI-AS1
Pay Range: $22-28 an hour
Final compensation package will be determined by the work experience, education, and/or skill level of the applicant along with internal equity and alignment with geographic market data.
Mechanics Bank is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, religion, national origin, age, genetic information, veteran status, or on the basis of disability, gender identity, sexual orientation or other bases prohibited by applicable law.
Please view Equal Employment Opportunity Posters provided by OFCCPhere.
To learn more about Mechanics Bank’s California privacy and security policies, including your right to a Notice At Collection as a California Resident, please visit https://www.mechanicsbank.com/California-Consumer-Residents
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