Senior Operations Specialist - Commercial Loan Servicing

Overview

This is a hybrid role in Phoenix, AZ with the expectation that work time will regularly take place inside and outside of a company office.

• Service – Develops and maintains relationships with internal customers, partners, and associates to achieve business goals and streamline service experience. Answers and manages inbound communications to service accounts, fulfills requests, or address issues. Determines client needs and provides resolution while maintaining a high standard of service (SLA) and Quality (QC/QA) performance. Identifies appropriate course of action for issues and/or disputes.
• Operational Support – Performs various operational tasks related to servicing, boarding and maintenance for commercial loans including: non-syndications, syndications, and participations on Fiserv system. Performs data entry and legal documentation review. Processes monetary transactions associated with commercial loan funding, payment, or payoff. Processes loan system maintenance and recoveries, and performs monthly review for non-performing loans. Prepares payoff quotes associated with facility payoff or internal refinance, and interest calculations associated with some fundings or research.
  
  Performs User Acceptance Testing (UAT) for new products and system upgrades. Identifies and communicates process inefficiencies. May offer recommendations for process improvements.
• Documentation – Handles, reviews and interprets legal documentation associated with loan servicing activities, which include processing, reviewing, and interpreting legal documents. Creates, maintains, and updates loan servicing related job aids and procedures.
• Business Proficiency – Provides knowledge in area of work. Researches and reconciles complex loan information. Provides backup documentation for internal and external auditors.
• Other – Reviews and maintains 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. May offer guidance and direction to less experienced specialists through knowledge in area of work.

Bachelor's Degree OR High School Diploma or GED and 4 years of experience in Operations or Customer Service

• Experience in servicing and maintenance of commercial loan products
• Deep understanding of complex commercial loan documents
• Knowledge and experience with LoanIQ and/or similar loan boarding systems (ie., AFS, FISERV)
• Strong analytical skills and attention to detail are essential
• Must have excellent verbal, written, and interpersonal communication skills
• Ability to work under pressure and meet deadlines associated with Service Level Agreements (SLA)
• Must be detail oriented, able to multitask and function in a fast-paced environment with minimal oversight

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at