Operations Associate

Operations Associate

The Operations Associate is responsible for researching, compiling, analyzing, and reporting moderately complex operational data from multiple sources, including unit production, productivity, and/or quality statistics while working daily in production. This position is responsible for providing operational support for a variety of products with medium to high complexity. Operational support includes, but is not limited to, customer set-ups and account maintenance, implementation clean-up tasks, pre-implementation readiness tasks, and the ability to step into production as needed. This position will possess a mid-level of expertise and functional product knowledge allowing them to identify and recommend process improvements within the department. This position will be involved in the implementation of small to medium projects within Payments. Additionally, will be responsible for researching higher complexity cases based on their experience and product knowledge.

Position Responsibilities:

• Completing assigned cases to add/modify/delete service for various customers and products.
• Provide system-level monitoring for outgoing and incoming files for the department, as applicable.
• Supports department rush requests.
• Maintain knowledge of systems and surrounding interfaces. Ensure problem resolution during crisis management with good decision quality.
• Be involved in testing new products.
• Ability to identify system issues in a timely manner and adhere to escalation, resolution and internal/external customer notification procedures.
• Provides on-going business support of bank applications used within department; communicating, facilitating and acting on issues related to production problems. Initiate appropriate escalation steps when necessary.
• Works independently with limited supervision while intercepting potential problems prior to any interruption to operations and offers solutions.
• Review cases daily that are assigned.
• Check customer files and assist customers when necessary.
• Perform new customer setups and changes
• Proactively resolving customer or client issues.
• Perform quality review and data integrity activities for low to moderately complex products and services administered within the department.
• Participate in internal, external and other risk exams as required. Ensure appropriate procedures, quality reviews and self-audits are adhered to and are accurate for all regulations.
• Raise awareness or recommend revisions to operational quality and productivity standards as driven by changing client requirements, quality trends or prudent operational practices.
• Other duties as assigned.