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 OFCCP here.
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.
Skills Required
- Three years of experience in an operational, accounting, finance, or related position in a financial institution
- Associate degree or two-year degree
- Additional relevant experience in lieu of a degree
- In-depth knowledge of job functions and practical applications to complex problems
- Advanced knowledge of company policies, procedures, and banking regulations
- Ability to train others and answer questions about complex situations
- Excellent problem-solving skills
- Knowledge of customer care functions
- Moderate Excel skills
- Calabrio functionality knowledge
- Fraud prevention knowledge
- Basic writing and grammar skills
- Analytical and critical thinking skills
What We Do
HomeStreet Bank is one of the largest community banks in the Northwest, California and Hawaii. Since we began in 1921, we've stayed focused on what we believe is most important: building long-term relationships with our customers and providing ongoing support to our communities. We offer a full range of financial services including commercial banking, commercial lending, consumer banking, mortgage lending, residential construction financing, commercial real estate financing and insurance services. Our primary area of community focus is housing and homes. HomeStreet also supports organizations where our employees have an integral involvement. HomeStreet is an Equal Housing Lender and makes mortgage loans without regard to race, color, religion, national origin, sex, handicap, or familial status. Member FDIC.
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