Lead Specialist, Operations

First National Bank Of Omaha • Omaha, NE

205d • $40,310 - $64,497

About The Position

At FNBO, our employees are the heart of our story—and we're committed to their success! The Lead Specialist assists with planning, prioritizing, monitoring, and performance reporting of the work. They help train employees and ensure all employees meet the department's quality and production standards. They support customer satisfaction, retention, and profitability goals as well as the division's adherence to regulatory requirements as it pertains to the department's transaction processing. Coordination and delegation of the workflow ensure all scheduled customer deadlines are met with the highest quality possible. Working hours for this position will be a schedule of: Monday - Friday 4:00am - 12:30pm.

Requirements

• High school graduate or GED.
• Excellent verbal and written skills.
• Excellent time management skills.
• Ability to define problems, establish facts, and draw valid conclusions.
• Focus on attention to detail and accuracy.
• Ability to multi-task as needed.

Nice To Haves

• Working knowledge of Lockbox functions.
• Supervisory/leadership experience.
• Demonstrated ability to solve or support complex clerical/department functions.

Responsibilities

• Assist in the development, testing and implementation of quality controls, production goals, new methodologies, and system enhancements.
• Identify and escalate business risks and efficiencies resulting from an activity being performed within a department.
• Assist manager in the review and assessment of team adherence to standard operating procedures and all pertinent regulations.
• Develop and maintain comprehensive job knowledge.
• Coordinate or provide on-the-job training (OJT) for all department job functions.
• Serve as an escalation point for team members for situations not addressed within the standard operating procedures.
• Monitor, coach and recommend additional training solutions for team members to maintain or exceed established standards of productivity, quality of customer interactions and accuracy of customer transactions.
• Assist in collecting, documenting, and submitting examples of personal effectiveness of team members to support the development of meaningful and valuable PEAs.
• Provide input for capacity planning, management of schedules (PTO), and some coaching/feedback with team members.
• Coordinate or perform training for new team members and cross-training for existing team members.
• Identify opportunities and allocate team resources effectively regarding day-to-day functions and responsibilities to achieve the highest levels of quality, efficiency, and performance.
• Ensure weekly work schedules reflect proper coverage to effectively maintain production levels.
• Perform daily department functions as needed.
• Complete special projects as assigned within allotted time.
• Research complex customer issues escalated by team members and resolve in a timely manner.
• Assist department manager by representing the team in business partner and project meetings.
• Assist in coordinating or providing compiled department production reporting information regarding volumes, quality, trends, and escalations.
• Understand and comply with the Bank's BSA/AML Program; adhere to all bank policy, laws, and regulations applicable to the role.
• Comply with the Bank's Customer Identification Program and Customer Due Diligence Policy.
• Identify, monitor, and report suspicious activity.
• Complete BSA/AML and other assigned training promptly as directed by management.
• Report compliance issues, violations of law or regulations in accordance with the steps defined in the FNBO Compliance Accountability Program.
• Remain up to date on regulatory changes via online provider, newsletters, attending seminars, training, and bulletins from regulators or other applicable agencies.
• Demonstrate professional behavior and promote positive working relationships.
• Practice the FNBO Operating Philosophy and FN Operations' values, support goals and strategic plan.
• Employ and promote a strong work ethic, encouragement, and positive feedback to team members.
• Maintain constructive working relationships, engage in open communication, and demonstrate commitment, dependability, and respect for team members.
• Demonstrate regular and predictable attendance, punctuality, and adherence to agreed upon schedule.
• Project a professional image in dress, manner, communication, and focus.
• Be accountable for continuous best efforts to complete the job assigned.

Benefits

• Medical, Dental, Vision Insurance
• 401k, With Matching Contributions
• Time Off Programs
• Health Savings Account (HSA)/Dependent Care
• Employee Banking
• Growth Opportunities
• Tuition Assistance
• Short-Term/Long-Term Disability Insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Credit Intermediation and Related Activities
• Education Level: High school or GED