Overview This is a hybrid role (after the initial training period), with the expectation that time working will regularly take place inside and outside of a company office. This Senior Operations Specialist position leads operational support efforts for flood and hazard insurance tracking at a high level of complexity and ability. position leads operational support efforts for a business unit at a high level of complexity and ability. Addresses escalated or time-sensitive issues, disputes, and requests to facilitate processes and associate workflow. Provides expertise and guidance to align daily activities with service standards and business goals. Identifies, recommends, and assists in implementing process improvements. Aids management with special projects such as reporting or monitoring performance. Serves as a leader for less experienced specialists on the team through knowledge in the area of work. Responsibilities Service - Handles complex, escalated, or time-sensitive issues and requests. Determines target needs and provides resolution while maintaining a high standard of service. Will operate as a senior individual on the team who will be in charge of escalating issues regarding flood or hazard insurance Operational Support - Performs various operational tasks that occur during customer, vendor, and associate inquiries. Streamlines the workflow for other associates within the business unit through operational activities. Identifies, communicates, and makes recommendations to address process inefficiencies. Handles the general ledger entries and reconciliation process Performs quality assurance reviews and various control testing Documentation - Handles standard documentation and files associated with daily activities, which may include processing, reviewing, or distributing materials. Maintains and updates department records either physically or within a system. Business Expertise - Provides knowledge in area of work. Researches and maintains strong 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. Qualifications Bachelor's Degree and 0 years of experience in Operations or Customer Service OR High School Diploma or GED and 4 years of experience in Operations or Customer Service Skill(s): Knowledge of Bank operations and regulatory or legal environments Additional Preferred Qualifications: Knowledge of flood and hazard insurance regulatory requirements is required Knowledge of force-placed insurance required Proficient in Microsoft Suite (specifically excel for reporting purposes) Experience with real estate loans required Reconciliation and general ledger experience preferred Leadership experience Experience with quality assurance processes preferred First Citizens benefits programs are designed to meet our associates where they are in life. Full-time associates (20+ hours) are offered a comprehensive benefits program, with customized offerings, including those designed to support families, however defined. More information regarding our benefits offerings can be found here: https://jobs.firstcitizens.com/benefits.