Overview This is a hybrid role, with the expectation that time working will regularly take place inside and outside of a company office. This Senior Operations Specialist Lead position is responsible for processing expertise when performing the department’s daily operational tasks and when providing operational support to internal business partners and/or clients. Responsibilities include but are not limited to the monthly account analysis billing cycle activities, fee reversals, return mail, and processing of RMS requests and correspondent bank journal entries and may act as a point of escalation. Accountable for performing assigned functions with very limited supervision efficiently and ensuring all regulations, procedures, and polices are adhered to; meets deadlines and adheres to service level standards. Acts as a resource and may recommend potential process improvements. May provide mentoring and coaching and helps to ensure the day-to-day functions are executed according to policies and procedures. Responsibilities Operational Support - Performs various tasks related to the monthly account analysis billing cycle activities including billing file processing, billing account set-up, ECR updates and account analysis statement generation. Processes fee reversal requests received through intake queue in a timely and accurate manner. Maintains account family structures through RMS requests, implement fee waivers and exception pricing, and run complex variance reporting. Receive and process returned mail. Performs moderate to complex research. 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. Projects & Process Improvements – Represents team in projects, as assigned, to include developing business requirements, user acceptance testing, regression testing and data validation. Identifies and implements process improvements and may include working with associates, internal business partners and vendors to seek resolution on issues, new processes, and billing methods Service - Handles complex, escalated, or time-sensitive issues and requests. Determines client needs and provides resolution while maintaining a high standard of service. Risk Mitigation – Ensures adherence to SOX controls related to account analysis. Assists in gathering documents for internal and external audits. Facilitates with process and control walkthroughs with internal and external auditors. Performs and adheres to quality controls. 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. Develops in-depth knowledge in process area and shares the knowledge with associates within and outside the business unit. Trains junior associates. Develops and updates job aids, procedures, and policies Qualifications Bachelor's Degree and 2 years of experience in Financial Services and Operations Support OR High School Diploma or GED and 6 years of experience in Financial Services and Operations Support Preferred Qualifications Knowledge in a commercial banking or treasury management role with an emphasis on cash management related products is required. Knowledge of account analysis or similar fee billing including fee structure, billing file layout, reporting of revenue/volumes, and troubleshooting/escalating when issues arise. Strong organizational and time management skills are important as multi-tasking is essential to monitor and process the monthly account analysis billing cycle and ongoing initiatives. Must have excellent verbal, written, and interpersonal communication skills. Must be able to work independently in completing assigned duties while also working as a team to keep associates apprised on any changes. Must quickly gain or currently possess a thorough knowledge banking operations and products. Strong analytical skills and attention to detail. Intermediate to advanced Microsoft Office skills, especially formulas and macros in Excel, is required. 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.