Center Operations Generalist

Citizens Business Bank•Rancho Cucamonga, CA

11d•$24 - $32•Onsite

About The Position

Under the direction of the Centralized Service Manager, the Center Operations Generalist supports the achievement of Bank and departmental goals through the execution of operational responsibilities, advanced decision-making, and associate support. This position serves as a subject matter resource to Centers and Departments by providing procedural guidance, resolving operational issues, and ensuring accuracy and compliance in account opening, documentation, and processing. The role includes authority to review and approve documents and exceptions and serves as a backup to the Centralized Service Manager to ensure continuity of operations, effective oversight, and quality service delivery.

Requirements

Bachelor's degree from a four-year College or University; or three to five years of banking operations, branch operations, deposit operations, support services, related financial institution experience; or an equivalent combination of education and experience.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions and percentages.
Ability to apply concepts of basic algebra and geometry and interpret bar graphs.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Knowledge of and ability to use Microsoft Office programs (Word, Excel, Outlook, Teams) and other general office equipment, such as 10-key by touch, photocopier, telephone, and fax machine.
Demonstrated ability to manage multiple assignments simultaneously, establish priorities, and consistently meet deadlines in a fast-paced environment.
Excellent written and verbal communication skills, with the ability to effectively communicate information, instructions, and recommendations to associates at all levels of the organization.
Strong analytical, critical thinking, and problem-solving skills, with the ability to independently research issues, identify solutions, and collaborate with others to resolve complex operational matters.
Ability to assess competing priorities, exercise sound judgment, and effectively prioritize work based on business needs, regulatory requirements, risk considerations, and service expectations.
Ability to maintain focus, accuracy, and productivity while managing interruptions, changing priorities, and multiple concurrent responsibilities.
Demonstrated ability to establish and maintain positive, professional, and collaborative working relationships with associates, management, and business partners across the organization.
Ability to work independently with minimal supervision while also contributing effectively as a member of a team.
Ability to identify opportunities for process improvements, operational efficiencies, training enhancements, and procedural updates, and make recommendations that support departmental and organizational objectives.
Strong organizational and time management skills, with the ability to maintain accuracy and attention to detail while managing multiple deadlines and responsibilities.
Ability to learn and apply new systems, processes, products, regulations, and technologies in support of changing business needs.
Requires flexibility to adjust work schedules as needed and may be required to work overtime to meet business demands.

Nice To Haves

Knowledge of and ability to use SharePoint preferred but not required.
Knowledge of Fiserv/Navigator preferred.

Responsibilities

Provides operational guidance and support to Center and Department associates on procedures, documentation requirements, systems, and regulatory requirements.
Supports new account functions by reviewing and processing account documentation to ensure completeness, accuracy, and compliance with Bank policies and procedures.
Reviews and validates Customer Identification Program (CIP) information and supporting documentation to ensure regulatory compliance.
Performs required callbacks and verification steps associated with new account opening and maintenance activities in accordance with established procedures.
Reviews, approves, and/or escalates operational documents, transactions, and exception requests in accordance with Bank policies and risk guidelines.
Evaluates discrepancies, documentation issues, and exception items, and determines appropriate resolution or escalation.
Oversees and/or performs monitoring and support activities related to IRA and HSA accounts, including reviewing reports, transactions, and records to ensure accuracy and compliance with IRS reporting requirements.
Responds to CCPA requests by reviewing submitted requests, researching applicable customer information, and coordinating appropriate responses in compliance with privacy requirements.
Assists Centers by responding to procedural and operational inquiries, researching issues, and providing timely and accurate guidance.
Performs and reviews daily, monthly, and periodic reports and certifications to ensure operational accuracy, quality standards, and compliance requirements are met.
Drafts, reviews, and maintains procedures, forms, job aids, and internal communications to ensure accuracy, consistency, and regulatory compliance.
Identifies opportunities to improve operational processes, strengthen controls, and enhance efficiency and service quality.
Assists the Centralized Service Manager with departmental projects, audits, reporting, workflow coordination, and operational oversight.
Serves as a backup to the Centralized Service Manager by supporting associate guidance, workflow prioritization, and continuity of operations.
Complies with, and stays abreast of, all policies and procedures and applicable federal and state laws.
Provide, present, and promote the Citizens Experience to all external and internal customers.
Other duties as assigned