Command Center Spec RLD

City National Bank•Phoenix, AZ

1d•$29 - $46

About The Position

The RLD Command Center Specialist will monitor production, quality, and timeliness of work flow of Residential Mortgage Loans. This includes analyze departmental workflow, implement policies for uniformity and quality standards, and ensure compliance to regulatory requirements.As the Subject Matter Expert, they will conduct root cause analysis to identify bottlenecks, gaps, and inefficiencies then create actionable solutions including process improvements, system updates, and business rules. Responsibilities will include backlog prioritization, stakeholder presentations, change communications, and developing release criteria.This position will monitor and analyze key metrics and create reports to monitor key performance indicators and proactively anticipate trends. As an advocate for City National RLD employees and Clients, the Command Center Specialist will collate feedback to ensure a first-class experience.

Requirements

H.S. Diploma
Minimum 2 years of experience in project management, process ownership, or product ownership
Minimum 5 years of experience with Microsoft Office, Microsoft Excel, including pivot tables
Good written, verbal, interpersonal, analytical, and application skills.
Ability to identify a problem and utilize root cause analysis methodology for a recommended solution

Nice To Haves

Bachelor's Degree highly preferred
Strong ability to communicate through social/digital platforms and a keen understanding of trends in the space
Working knowledge of change management principles
Working knowledge of mortgage lending operations
Keeps abreast of best practices, resources, and industry trends
Maintains an excellent working relationship with RLD partners
Strong creative and problem-solving skills
Ability to work at a fast pace and meet deadlines
Ability to communicate in a way that reflects City National Bank’s values and commitment to client service
Strong problem solver with a collaborative attitude
Experience working in an environment with multiple stakeholders
Strong organizational, multi-tasking and self-management skills
Highly organized and detail-oriented

Responsibilities

Analyze relevant metrics, identify trends, and create Key Performance Indicators
Create and maintain accurate end-to-end process maps.
Monitor capacity and assist with load balancing, including identify and develop automation opportunities.
Participates in meeting activities to identify project goals and gain consensus on project steps, schedule and implementation procedures; fosters cooperation and involvement of support team.
Interviews colleagues/client to identify and analyze needs; develops project plan and provides input to recommendations for request/problem resolution.
Identifies internal and/or external resources to ensure successful project completion.
Manages several projects of varying size concurrently and consults with all levels of management which may require coordinating activities across multiple departments and/or divisions.
Fosters and maintains strong relationships with colleagues/clients to ensure that processes are integrated to support expected customer service levels. Acts as business partner by managing expectations and providing guidance and advice throughout project duration.
Monitor submissions to the colleague suggestion box, vet potential solutions, and prioritize using cost-benefit analysis.
Provide efficient, timely, and responsive professional service.
Ensure that the Command Center Operations department promotes a positive, productive, diverse and supportive working environment and culture within the organization.
Deliver actionable insights and recommendations to leadership, including executives, to improve owned processes and experience.
Identify opportunities to reduce cycle times and optimize efficiency
Ensure scorecards adequately measure Command Center objectives and align with goals across all RLD departments.

Benefits

Comprehensive healthcare coverage, including Medical, Dental and Vision plans, available the first of the month following start date
Generous 401(k) company matching contribution
Career Development through Tuition Reimbursement and other internal upskilling and training resources
Valued Time Away benefits including vacation, sick and volunteer time
Specialized health and family planning benefits including fertility benefits, and cancer, diabetes and musculoskeletal support programs
Career Mobility support from a dedicated recruitment team
Colleague Resource Groups to support networking and community engagement

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