Sr. Operations Specialist

Mechanics Bank•Irvine, CA

6d•Onsite

About The Position

Mechanics Bank is currently searching for a Sr. Operations Specialist to join our team. This role will be based on-site at one of our offices in Irvine, Cerritos, or Corona. The Sr. Operations Specialist serves in a support and backup capacity for various back office operations of the bank, primarily responsible for duties in Service Operations Support and Customer Care. This role works under minimum supervision and closely with Customer Care, monitoring the status of Service Operations Support workloads to ensure Service levels are met. The specialist adheres to department guidelines, policies, procedures, and regulatory requirements governing Customer Care, and Bank Operations and Services, while maintaining the maximum level of quality, timeliness of work, and providing optimum customer service and satisfaction. The Sr. Operations Specialist performs all Service Operations Support functions outlined below.

Requirements

3 years in an operational, accounting, finance or related position in a financial institution required
In depth knowledge of the job and its practical applications to complex problems and situations ordinarily encountered
Advanced knowledge of company policies and procedures and banking regulations
Able to help train others and answer questions about complex situations
Excellent problem solving skills
Knowledge of Customer Care Functions
Moderate Excel skills
Calabrio functionality
Fraud prevention knowledge
Basic writing and grammar skills
Analytical skills
Critical thinking skills

Nice To Haves

2 Year / Associate Degree preferred. Additional experience may be considered in lieu of degree.

Responsibilities

Review QARs submitted by Customer Care Agents
Review calls related to QAR submissions
Rewrite QARs in an articulate, detailed, and professional manner
Submit revised QARs to FIU
Complete FEARs APS call backs
Complete QAR/FEAR tracking
Monitor and review Service Operations Support volumes
Review daily volumes to ensure volumes are completed in a timely manner and according to service levels
Crosstrain on various department functions
Perform Service Operations Support functions, in support of Customer Care, to cover other staff on PTO
Complete Personal Online Banking and Bill Pay registrations
Respond to unsecure (Contact Us) and secure (Secure Support) emails professionally, according to Bank policy and procedure, and within service levels
Work the Outlook, Customer Care, and Research boxes
Perform various call back functions and complete requests including: Adobe eSign, Manual Control, Do Not Assist, Branch Stop Payments, Branch Personal Online Banking maintenance, ACH Originator information, Process faxes, Misc. requests
Perform call review as needed

Benefits

Medical, prescription, dental, and vision coverage for employees and their eligible family members
Employer paid Employee Assistance Program, Life Insurance, AD&D, and Disability benefits
Health Savings Account with employer contribution
Healthcare and Dependent Care Flexible Spending Accounts
Commuter/Parking Benefit
401(k) and Roth 401(k) with company contribution
529 Education Savings plan
Tuition Reimbursement Program
Student Loan Assistance Program
Supplemental Health plans
Voluntary Legal
Identity Theft Services
11 paid holidays
Paid Sick days (accrual of one hour for every 30 hours worked)
Up to 25 paid vacation days
16 hours of paid volunteer time throughout the calendar year
Free personal checking and savings account
Discounted rates on primary residence loan with $0 origination fees (restrictions apply)