Sr. Operations Specialist

Mechanics Bank; Cerritos (CA); On-site; USD 33,000 - 40,000; Full time

Benefits offered by this job

Health benefits

401(k) plan with company contribution

Paid holidays

Paid vacation days

Employee assistance program

Job summary

Mechanics Bank is seeking a Sr. Operations Specialist to join our team. This on-site role supports back-office operations within Service Operations Support and Customer Care, working at Irvine, Cerritos, or Corona offices.

You will monitor workloads, uphold service levels, and cross-train across department functions. The position includes handling emails, registrations, and various back-office tasks, with occasional travel and a focus on accuracy, regulatory compliance, and customer satisfaction.

Qualifications

• 2 Year / Associate Degree preferred.
• 3 years in an operational, accounting, finance or related position in a financial institution required.
• Advanced knowledge of company policies and banking regulations.

Responsibilities

• Review QARs submitted by Customer Care Agents.
• Call review related to QAR submissions.
• Rewrite QARs in an articulate, detailed, professional manner.
• Monitor and review Service Operations Support volumes to meet service levels.
• Cross-train on various department functions.
• Respond to unsecure and secure emails professionally, per policy.
• Assist with Personal Online Banking registrations and other back-office requests.
• Travel 0-10%.

Skills

Problem solving

Analytical skills

Critical thinking

Knowledge of Customer Care

Excel skills

Fraud prevention

Basic writing

Outlook

Adobe eSign

Education

Associate degree preferred

Tools

Outlook

Adobe eSign

Job description

Mechanics Bank is currently searching for a Sr. Operations Specialist to join our team. Here at Mechanics Bank, we value connection, partnership, long term relationships and working together in person. This role will be based on-site at one of our offices in Irvine, Cerritos, or Corona.

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. Will work under minimum supervision and work closely with Customer Care. Monitors the status of Service Operations Support workloads to ensure Service levels are met. Adheres to department guidelines, policies, procedures and regulatory requirements governing Customer Care, and Bank Operations and Services, while maintaining 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.

What you will do:

• Questionable Activity Reports:
  • Review QARs submitted by Customer Care Agents
  • Call review related to the QAR submissions
  • Rewrite QARs in an articulate, detailed, professional manner
  • Submitted 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.
• Performs Service Operations Support functions, in support of Customer Care, to cover other staff on PTO. These functions include but are not limited to the following:
  • Completes Personal Online Banking and Bill Pay registrations.
  • Responds to unsecure (Contact Us) and secure (Secure Support) emails professionally, according to Bank policy and procedure, and within service levels.
  • Works the Outlook, Customer Care, Research box, performs various call back functions and completes requests including:
    • Adobe eSign, Manual Control, Do Not Assist,
    • Branch Stop Payments
    • Branch Personal Online Banking maintenance
    • ACH Originator information
    • Process faxes
    • Misc. requests
• Call review as needed.
• Travel Required: 0-10%

Who you are:

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

ADA Requirements:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to sit and talk or hear, and use hands to finger, handle, or feel objects, tools, or controls.
• The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl.
• The employee must occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision.
• The noise level in the work environment is usually moderate.

#LI-AS1

Pay Range: $24.00 - $29.00 hourly

AIP Bonus up to 5%

Our comprehensive employee benefits program is designed for you to live your best life at work, home, and everywhere in between. Employees working 25 hours or more per week are eligible for health benefits effective the first day of the month following or coinciding with their date of hire. Benefits package includes[1]:

• 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)

Final compensation package will be determined by the work experience, education, and/or skill level of the applicant along with internal equity and alignment with geographic market data.

• Mechanics Bank is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, religion, national origin, age, genetic information, veteran status, or on the basis of disability, gender identity, sexual orientation or other bases prohibited by applicable law.

• Please view Equal Employment Opportunity Posters provided by OFCCPhere.

• To learn more about Mechanics Bank's California privacy and security policies, including your right to a Notice At Collection as a California Resident, please visit

  California Privacy Policy for Prospective Employees | Mechanics Bank

[1] The benefits listed in this job posting reflect the Bank's most reasonable and genuinely expected benefits offered for this position.