Account Management Ops Analyst

Job Overview

This job is responsible for moderately complex activities supporting the creation, onboarding, and maintenance of accounts, according to the established guidelines and procedures. Key responsibilities include providing quality service and effective operations support for internal business partners and external clients and assisting in training less experienced team members. Job expectations include operating with a moderate level of independence and referring to a team lead or manager for direction and support with moderately complex issues and escalations.

• Perform onboarding and maintenance of highly detailed documents or client account information for accuracy and completeness.
• Review risk assessments for each request type and apply risk mitigation steps following established guidelines and procedures.
• Perform moderate levels of research and resolve data issues by following documented procedures, using troubleshooting guides, and engaging support partners when necessary.
• Respond to internal business partner inquiries about errors or reporting through phone and email, and escalates complex issues to leadership as needed to support operational efficiency and quality client service.
• Independently manage a case load by prioritizing tasks according to due dates and other factors to ensure prompt completion of work.
• Understand the process flow from end to end, including reasons for each step, process controls, risks, and upstream/downstream impacts of their work.

• Minimum of 1 year experience evaluating highly detailed client-provided documents for accuracy, completeness, and compliance with specific requirements to approve completion of work.
• Demonstrated history of handling heavy caseloads and executing tasks within a 48‑hour turnaround deadline.
• Experience following standard operating procedures, finding errors, and working with partners to resolve issues.
• Experience using multiple systems and applications to complete individual tasks accurately and efficiently.
• Experience interacting with partners via phone and email and showing strong written and verbal communication skills.

• Ability to work with and manipulate data using Microsoft Excel to create a list of items to work and track results.
• Experience using Microsoft Outlook, (SRP) Service Request Portal, and (BOSS) Branch Office Security System.
• General knowledge of various lending and investment products.
• Experience, studies, or knowledge related to Finance or Accounting.
• Ability to apply knowledge to improve processes.

• Account Management
• Customer and Client Focus
• Oral Communications
• Research
• Analytical Thinking
• Attention to Detail
• Collaboration
• Problem Solving
• Prioritization
• Recording/Organizing Information
• Result Orientation
• Numerical Reasoning

1st shift (United States of America)

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