Sr. Operations Specialist

Mechanics Bank•Irvine, CA

21h•$24 - $29•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 will work under minimum supervision and closely with Customer Care. The specialist will monitor the status of Service Operations Support workloads to ensure Service levels are met and adhere to department guidelines, policies, procedures, and regulatory requirements governing Customer Care, Bank Operations and Services, while maintaining maximum quality, timeliness, 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
Call review related to the QAR submissions
Rewrite QARs in an articulate, detailed, professional manner
Submit revised QARs to FIU
Complete FEARs
Complete APS call backs
Complete QAR/FEAR tracking
Monitor and review Service Operations Support volumes to ensure timely completion and adherence 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, Research box
Perform various call back functions
Complete requests including Adobe eSign, Manual Control, Do Not Assist, Branch Stop Payments, Branch Personal Online Banking maintenance, ACH Originator information
Process faxes
Handle 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 and Commuter/Parking Benefit
401(k) and Roth 401(k) with company contribution
529 Education Savings plan, Tuition Reimbursement Program and Student Loan Assistance Program
Supplemental Health plans, Voluntary Legal and Identity Theft Services
11 paid holidays, paid Sick days (accrual of one hour for every 30 hours worked), up to 25 paid vacation days, and 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)