Default Operations Analyst II

Truist • Lumberton, NC

9d • Onsite

About The Position

Analyze and evaluate internal systems, procedures or processes of a particular business unit. Use established guidelines, strategies, and tools when reviewing data to make business decisions. Consult with clients experiencing a hardship and work towards a resolution (which may include a loan/line term modification, insurance payment, complaint resolution, etc).

Requirements

• High School Education or equivalent.
• 2+ years of customer service or call center experience.
• Flexibility to adapt to frequently changing processes and procedures.
• Demonstrate proficiency in basic computer applications, such as Microsoft Office software products
• Excellent verbal and written communication skills
• Strong critical thinking skills for effective problem identification and resolution in complex situations
• Strong interpersonal skills to promote teamwork and guide others, but able to work well independently
• 2-3 years of successful experience and knowledge in assigned or similar functional area

Nice To Haves

• College/Associate degree or equivalent work experience
• Strong knowledge of Bank applications and products

Responsibilities

• Provide excellent customer service to all internal business partners and external clients by way of inbound/outbound calling and/or written correspondence or monitor these steps with area teammates for accuracy.
• Evaluate client’s request or concerns to determine qualifications for assistance or optimal resolution and assist teammates with questions.
• Accurately complete documentation and workflow updates in all required systems.
• Provide support to department/staff with related workflow activities. Support includes activities such as processing client requests, loan maintenance and required follow-up items.
• Minimize risk by complying with Federal regulations, state laws, Bank policy and Unit procedures. Identify, mitigate or communicate any issues or concerns to appropriate parties.
• Manage assigned tasks and complete with accuracy.
• Leverage multiple systems and business tools to monitor and determine/support appropriate outcomes/actions that may be product specific or supports multiple product types.
• Assist manager with various workflow duties and initiatives, as assigned and support new hire training.

Benefits

• medical
• dental
• vision
• life insurance
• disability
• accidental death and dismemberment
• tax-preferred savings accounts
• 401k plan
• vacation
• sick days
• paid holidays
• defined benefit pension plan
• restricted stock units
• deferred compensation plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED