Client Care Operations Support Analyst

JOB SUMMARY: The Client Care Operations Support Analyst supports the day-to-day operations of employee accounts and Client Care Center fulfillment, while also serving as a key resource for frontline staff by providing guidance on policies, procedures, and complex transactions. This role combines fulfillment responsibilities with operational analysis contributing to risk mitigation and service excellence across multiple business lines. A strong background in banking operations, excellent leadership skills, risk mitigation and analyzing trends is highly preferred.

• Executes complex account maintenance, closures, and product conversions in accordance with established policies and regulatory standards.
• Responsible for analysis, review, and fulfillment of business forms for small business online banking onboarding / maintenance.
• Processes, balances, and approves official bank checks, wire transfers, uncollected funds, and insufficient fund transactions within credit authority limits.
• Analyzes employee account reports and onboarding/offboarding activity, performing quality control and maintenance to ensure accuracy, proper coding, and adherence to procedural and regulatory standards.
• Responds to and resolves inbound employee, branch-assist, and support calls, providing real-time operational assistance, troubleshooting, and escalation support in accordance with bank procedures and service standards. Monitors call volume, average handle time (AHT), and KPIs to ensure service-level performance while maintaining accuracy across all operations duties.
• Supports online banking operations for personal and business platforms by assisting with troubleshooting, access issues, Zelle maintenance, and escalated inquiries. Participate in cross-training and knowledge development to build expertise in systems and procedures. Collaborate with internal teams and frontline staff to resolve issues, while escalating complex cases to senior leadership or subject matter experts as needed.
• Serves as a liaison between Client Care Center representatives and the Online Branch team, assisting with account opening verification, troubleshooting, and denial resolution, while escalating complex cases as needed to ensure accuracy and compliance.
• Analyzes and conducts daily, weekly, and monthly reviews of operational reports to validate data integrity, ensure adherence to policy, and maintain detailed documentation and audit trails.
• Identifies and reports suspicious activity in accordance with the Bank Secrecy Act (BSA), Anti-Money Laundering (AML) guidelines, and the USA PATRIOT Act.
• Adheres to service level data and manage workflow distribution to ensure compliance with internal and external service level agreements (SLAs).
• Analyzes and validates call center representatives' sales for bank products and services, including account openings, product upgrades, and certificate of deposit (CD) renewals, ensuring adherence to sales compliance requirements and accuracy in processing.
• Serves as acting supervisor as needed, overseeing team performance and key performance indicators (KPI), managing workflow, resolving escalated supervisor calls, and enforcing standards set by management across all aspects of operations, while also functioning as a team lead to support daily activities, provide direction, and ensure consistent execution of procedures.
• Analyzes operational processes and control results to identify opportunities for efficiency, automation, and risk reduction.
• Collaborates with Compliance, Risk, and Operations teams to maintain regulatory consistency and operational accuracy across departments.
• Tests and validates new systems, updates, and digital tools prior to rollout to ensure readiness and control compliance.
• Advises management of deviations from standard operating procedures and makes recommendations for corrective action to remediate issues.
• Performs additional duties and support other functional areas of the Client Care Center as needed to maintain optimal service delivery and operational continuity.
• Adheres to and complies with applicable, federal and state laws, regulations and guidance, including those related to anti-money laundering (i.e. Bank Secrecy Act, US PATRIOT Act, etc.).
• Adheres to Bank policies and procedures and completes required training.
• Identifies and reports suspicious activity.
• Identifies and reports suspicious activity.

• Associate's Degree or its equivalent required

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