Senior Operations Specialist Lead - Legal Process Operations (Hybrid) at First Citizens Bank

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

Responsible for the handling of legal documentation targeting deposit clients of the Commercial and Private Bank. Determines the enforceability of any orders, searches systems of record, and takes proper action to document and execute all orders assigned within a defined service level standard. Reviews procedures while handling requests and escalates items to peers, management, and counsel as needed. Serves as senior team member and primary source of escalation for daily work. 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 the area of work.

• 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.
• Business Expertise - Provides knowledge in area of work. 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.
• Service - Handles complex, escalated, or time-sensitive issues and requests. Determines client needs and provides resolution while maintaining a high standard of service.
• 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.
• Performs the implementation and quality assurance activities necessary to fulfill legal orders and other requests including but not limited to data input; processing; and quality review. May be responsible for some or all of the activities listed below: Some tasks need to be completed in person, so office visits are required on a rotational and as-needed basis (approximately 25-50% of the time).
• Serves as point of escalation and handling other primary project lead related to any Bank-level initiatives that may impact the department or their functions (as described above); or other internal process improvement/enhancements.
• Participates in meetings, coaching and other duties as assigned by management

Bachelor's Degree and 2 years of experience in Financial Services and Operations Support OR High School Diploma or GED and 6 years of experience in Financial Services and Operations Support

Preferred Qualifications

• Strong understanding of bank products, regulations, processes and procedures
• Strong understanding of legal actions such as garnishments; levies, subpoenas
• Strong ability to multi-task, handle high volumes, and support cross-functional teams
• Excellent written and verbal communication skills with ability to convey information and negotiate
• Able to independently research and solve moderate to complex scenarios
• Solid networking skills, strong ability to establish relationships with customers and colleagues.
  Strong attention to detail
• Critical thinking with the awareness to know when to challenge or question
• Aptitude for understanding legal documentation and regulations

First Citizens benefits programs are designed to meet our associates where they are in life. Full-time associates (20+ hours) are offered a comprehensive benefits program, with customized offerings, including those designed to support families, however defined. More information regarding our benefits offerings can be found here: https://jobs.firstcitizens.com/benefits.