Senior SBA Operations Specialist (9am-6pm EST)

First Citizens Investor Services; Raleigh (NC); Remote; USD 40,000 - 60,000; Full time

Job summary

A financial services company is looking for a remote operational support specialist. This role involves complex customer servicing, team leadership, and problem-solving in a dynamic environment. Candidates should hold a Bachelor's degree or equivalent experience in customer service. Preferred qualifications include loan management and operational experience. Competitive benefits package offered.

Benefits

Competitive benefits program

Qualifications

• 0 years of experience required with a Bachelor's Degree in Support or Customer Service.
• 4 years of experience required with a High School Diploma or GED in Support or Customer Service.

Responsibilities

• Perform complex data entry and ensure compliance.
• Manage vendor and associate inquiries.
• Troubleshoot processes for internal and external parties.
• Develop relationships to streamline service experience.

Skills

Customer Support

Process Troubleshooting

Relationship Management

Problem Solving

Education

Bachelor's Degree

High School Diploma or GED

Job description

Overview

This is a remote role that may be hired in NC, SC, VA, GA, TX, or AZ

This position supports Bank products or services within a business unit, in the execution of operating activities at the highest level of complexity. Responsible for reviewing processes, analyzing and resolving more advanced documentation or servicing issues that may arise. Implements enhancements to systems or processes in order to improve workflow. Ensures client satisfaction through the handling, processing, and servicing of escalated requests. May provide a leadership role for the work group through knowledge in the area of specialization.

Responsibilities

• Account Servicing - Performs complex data entry, processing, and documentation. Ensures accuracy and compliance with all rules and regulations.
• Operations - Performs advanced operational tasks, manages vendor and associate inquiries. May lead team in direction and success of daily activities.
• Business Expertise - Acts as a resource in area of work. Performs process troubleshooting for both internal and external parties. May assist in promotion and distribution of Bank products or services. May support development of new products or services.
• Service & Support - Develops and maintains relationships with customers, associates, or vendors to achieve business goals and streamline service experience. Determines target needs and provides resolution. Handles escalated and complex support issues.

Qualifications

Bachelor's Degree and 0 years of experience in Support or Customer Service OR High School Diploma or GED and 4 years of experience in Support or Customer Service

Preferred Qualifications

• PCFS/SBA Loan Manager experience
• E-tran platform experience
• Loan booking and servicing experience
• General ledger balancing experience
• Training, mentoring and staff development experience
• Problem solving in high-demand environments

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.