Senior Operations Specialist - Commercial Loan Servicing

First Citizens Bank • Phoenix, AZ

1d • Hybrid

About The Position

This is a hybrid role in Phoenix, AZ with the expectation that work time will regularly take place inside and outside of a company office. The Senior Operations Specialist - Commercial Loan Servicing position provides operational support for a business unit with a moderate to high level of complexity and ability in the execution of non-syndications, syndications and participation loans. Facilitates processes and workflows while ensuring compliance with all applicable regulations, procedures and policies. Maintains tracking and log records and/or loan systems crucial for business operations. Processes commercial loan funding and payment transactions in the systems. Provides timely and accurate responses to inquiries and resolves issues and escalations, updating department records, or systems accordingly, in alignment with service standards and business goals. Will review legal loan documentation and perform systemic inputs to complete the servicing or boarding process of loan fundings and facility maintenance for customers. Assists in the identification of process inefficiencies/deficiencies or opportunities for improvement. Acts proficiently in their daily responsibilities including but not limited to servicing, boarding, account management and quality control. May guide less experienced specialists on the team through knowledge in the area of work.

Requirements

• Bachelor's Degree OR High School Diploma or GED and 4 years of experience in Operations or Customer Service

Nice To Haves

• Experience in servicing and maintenance of commercial loan products
• Deep understanding of complex commercial loan documents
• Knowledge and experience with LoanIQ and/or similar loan boarding systems (ie., AFS, FISERV)
• Strong analytical skills and attention to detail are essential
• Must have excellent verbal, written, and interpersonal communication skills
• Ability to work under pressure and meet deadlines associated with Service Level Agreements (SLA)
• Must be detail oriented, able to multitask and function in a fast-paced environment with minimal oversight

Responsibilities

• Service - Develops and maintains relationships with internal customers, partners, and associates to achieve business goals and streamline service experience. Answers and manages inbound communications to service accounts, fulfills requests, or address issues. Determines client needs and provides resolution while maintaining a high standard of service (SLA) and Quality (QC/QA) performance. Identifies appropriate course of action for issues and/or disputes.
• Operational Support - Performs various operational tasks related to servicing, boarding and maintenance for commercial loans including: non-syndications, syndications, and participations on Fiserv system. Performs data entry and legal documentation review. Processes monetary transactions associated with commercial loan funding, payment, or payoff. Processes loan system maintenance and recoveries, and performs monthly review for non-performing loans. Prepares payoff quotes associated with facility payoff or internal refinance, and interest calculations associated with some fundings or research. Performs User Acceptance Testing (UAT) for new products and system upgrades. Identifies and communicates process inefficiencies. May offer recommendations for process improvements.
• Documentation – Handles, reviews and interprets legal documentation associated with loan servicing activities, which include processing, reviewing, and interpreting legal documents. Creates, maintains, and updates loan servicing related job aids and procedures.
• Business Proficiency - Provides knowledge in area of work. Researches and reconciles complex loan information. Provides backup documentation for internal and external auditors
• Other - Reviews and maintains 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. May offer guidance and direction to less experienced specialists through knowledge in area of work.

Benefits

• Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees