Operations Specialist
Chicago, IL Chicago, IL Full-time Full-time $52,800 - $79,200 a year $52,800 - $79,200 a year 1 day ago 1 day ago 1 day ago The Operations Specialist reports to the Supervisor of Operations Support and will provide support to internal and external customer inquiries via telephone and processing high volume transactions.
Functions as a service and support liaison, effectively articulating the needs of internal/external customers to the appropriate department(s).
Cross trains across functions and assists in identifying and implementing process improvement opportunities based on intra-departmental dependencies and general observations of work structure across departments.
Responsibilities Provides a positive customer support experience while building relationships through deep problem understanding, ensuring timely resolution or escalation, communication promptly on progress, and handling customers professionally.
Responds to inquiries via tools such as phone/email/Synapsys while maintaining agreed upon Service Level Agreements (SLAs) including Reponses to non-routine member issues and escalated member concerns from internal customers.
Processes assigned transactions with efficiency to meet expectations for the assigned desk.
Serves as the single point of contact to resolve immediate member issues/concerns across.
Collaborates across teams to ensure policy and procedural manuals are complete and accurate.
Assists management with intermittent department oversight.
Assists management in identifying opportunities to increase service quality and escalates high-level member issues and concerns to internal business partners.
Edits and approves knowledge base content and support frontline training efforts as assigned by management.
Investigates target areas to analyze and uncover potential enhancement opportunities of current operational procedures, business life cycles and frontline engagement.
Maintains industry knowledge by sharing and implementing best practices.
Researches and determines emerging industry trends or concepts utilizing open source information with strict adherence to regulatory standards.
Synthesizes and quantifies observations into actionable insights and useful outputs through reports or presentations to effectively outline value propositions to business owners.
Delivers information collected among key stakeholders suited to influence strategic objectives and members alike and ensures appropriate follow up action plans are enacted.
Adds solutions to backlog and continuously refines assigned user stories throughout planning, sprint development and deployment.
Facilitates end user readiness of transformed procedures or processes by disseminating updated training resources.
Knowledge, Skills, Abilities Interpersonal skills, demonstrated by the ability to effectively communicate with members, colleagues and other professionals Ability to work individually and as a dedicated member of a team Knowledge of banking products and services Knowledge of credit union product offerings and policies Ability to support and troubleshoot remote internal customers using virtual platforms such as Aspect VIA and Microsoft Teams Knowledge of applicable Regulations (CC, D, E, Z, etc.
) and NACHA operating rules Attention to detail and an ability to identify root recommendations inspired by a continuous improvement approach to enhance intra-departmental processes Knowledge of Azure DevOps architecture for backlog refinement Time management skills with the ability to multi-task Knowledge of MS Office suite and supporting email client software Ability to adhere to set deadlines and communicate with various levels of the organization Financial institution knowledge Qualifications Education High School or Equivalent Years of Experience 5 years of Experience in Customer Service or Related When you're happy, we're happy! As a thank you for joining our team, you'll benefit from:
Competitive medical, dental, and free vision benefits Competitive compensation plan Contributions towards gym memberships Generous PTO and banking holidays off Job Type:
Full-time Pay:
$52,800.
00 - $79,200.
00 per year
Benefits:
401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Tuition reimbursement Vision insurance Schedule:
8 hour shift Day shift Monday to Friday Supplemental pay types:
Bonus pay Ability to commute/relocate:
Chicago, IL 60666:
Reliably commute or planning to relocate before starting work (Required)
Experience:
Customer service:
5 years (Preferred) Work Location:
Hybrid remote in Chicago, IL 60666.
Estimated Salary: $20 to $28 per hour based on qualifications.
Functions as a service and support liaison, effectively articulating the needs of internal/external customers to the appropriate department(s).
Cross trains across functions and assists in identifying and implementing process improvement opportunities based on intra-departmental dependencies and general observations of work structure across departments.
Responsibilities Provides a positive customer support experience while building relationships through deep problem understanding, ensuring timely resolution or escalation, communication promptly on progress, and handling customers professionally.
Responds to inquiries via tools such as phone/email/Synapsys while maintaining agreed upon Service Level Agreements (SLAs) including Reponses to non-routine member issues and escalated member concerns from internal customers.
Processes assigned transactions with efficiency to meet expectations for the assigned desk.
Serves as the single point of contact to resolve immediate member issues/concerns across.
Collaborates across teams to ensure policy and procedural manuals are complete and accurate.
Assists management with intermittent department oversight.
Assists management in identifying opportunities to increase service quality and escalates high-level member issues and concerns to internal business partners.
Edits and approves knowledge base content and support frontline training efforts as assigned by management.
Investigates target areas to analyze and uncover potential enhancement opportunities of current operational procedures, business life cycles and frontline engagement.
Maintains industry knowledge by sharing and implementing best practices.
Researches and determines emerging industry trends or concepts utilizing open source information with strict adherence to regulatory standards.
Synthesizes and quantifies observations into actionable insights and useful outputs through reports or presentations to effectively outline value propositions to business owners.
Delivers information collected among key stakeholders suited to influence strategic objectives and members alike and ensures appropriate follow up action plans are enacted.
Adds solutions to backlog and continuously refines assigned user stories throughout planning, sprint development and deployment.
Facilitates end user readiness of transformed procedures or processes by disseminating updated training resources.
Knowledge, Skills, Abilities Interpersonal skills, demonstrated by the ability to effectively communicate with members, colleagues and other professionals Ability to work individually and as a dedicated member of a team Knowledge of banking products and services Knowledge of credit union product offerings and policies Ability to support and troubleshoot remote internal customers using virtual platforms such as Aspect VIA and Microsoft Teams Knowledge of applicable Regulations (CC, D, E, Z, etc.
) and NACHA operating rules Attention to detail and an ability to identify root recommendations inspired by a continuous improvement approach to enhance intra-departmental processes Knowledge of Azure DevOps architecture for backlog refinement Time management skills with the ability to multi-task Knowledge of MS Office suite and supporting email client software Ability to adhere to set deadlines and communicate with various levels of the organization Financial institution knowledge Qualifications Education High School or Equivalent Years of Experience 5 years of Experience in Customer Service or Related When you're happy, we're happy! As a thank you for joining our team, you'll benefit from:
Competitive medical, dental, and free vision benefits Competitive compensation plan Contributions towards gym memberships Generous PTO and banking holidays off Job Type:
Full-time Pay:
$52,800.
00 - $79,200.
00 per year
Benefits:
401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Tuition reimbursement Vision insurance Schedule:
8 hour shift Day shift Monday to Friday Supplemental pay types:
Bonus pay Ability to commute/relocate:
Chicago, IL 60666:
Reliably commute or planning to relocate before starting work (Required)
Experience:
Customer service:
5 years (Preferred) Work Location:
Hybrid remote in Chicago, IL 60666.
Estimated Salary: $20 to $28 per hour based on qualifications.
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