Job Title: Operations and Client Services Analyst

Rate: $30 hourly

Duration: 6 Months + Contract with possible extension based on candidate's performance as this is an ongoing project.

Location: Henderson, NV 89074

HYBRID Opportunity (3 days per month Onsite)

Interview process

60 mins MS TEAMs video interview with the Managers.

Potentially 2nd round if needed.

RM Notes

This team is the point of contact and are responsible for providing white glove service to the customers that are brought in by Field Managers and these customers have their Mortgage Accounts open with client.

Manager is looking for candidate who can provide the same white glove services to the customers.

They should have strong communication (phone and emails) and interpersonal skills as they'll acting as front-line employees to interact with the customers.

The candidate won't be responsible for responding to high-volume calls, just 2-3 calls per day if required but they'll be quite active over the emails responding to the customer requests.

Candidate should have experience working in banking and financial industry.

The team uses Salesforce CRM to keep track of things, so any experience with the same would be a plus.

Candidate should have high school diploma as an education qualification.

They'll also be interacting with the Field Managers over phone, emails and instant messaging (IMs).

JOB DESCRIPTION

The Operations & Client Services Analyst will provide outstanding customer service to all Bank clients. This position will be responsible to fulfill both client and Regional Bank Product Mangers' requests such as account maintenance, online banking trouble shooting and resolution, deposit application processing, mortgage loan modification processing, issue and complaint tracking/resolution, etc. This person will significantly contribute to clients commitment to provide extraordinary customer care to our clients. This position will report to the Operations Supervisor and will be an individual contributor role.

Essential Job Functions / Accountabilities:

Heavy focus on processing deposit applications both quickly and accurately, ensuring completeness and accuracy of application data, identification and entity documents, and all executable documentation, as well as providing detailed guidance to the client throughout the process.

Resolving issues communicated by clients and Regional Bank Product Managers via email and phone calls, by analyzing various situations for appropriate resolution.

Assisting clients to set up online banking.

Answer questions and address client concerns regarding deposit or mortgage accounts

Partnering with vendors to resolve client issues and requests.

Conducting necessary client authentication based on clients policy.

Ensuring all related systems and databases are maintained with current and accurate client authentication information.

Identifying the needs of new and existing clients and offering appropriate services and products

Timely, effective, and proactive communication, both internally and externally is imperative.

Following clients published policies and procedures to ensure compliance with banking regulations. Where appropriate, make recommendations for procedure enhancements.

Requirements:

The following functions/accountabilities are essential for all jobs:

Work collaboratively with team members

Meet clients performance expectations

Ability to maintain regular and predictable attendance to support team and business objectives.

Ability to prioritize tasks and multitask under pressure.

Ability to manage various types of internal and external communications professionally.

Capability to work flexible hours, which may include day, evening and weekend hours.

Ability to craft communications based on the audience to ensure high quality customer service.

Ability to determine action items to obtain a desired end result.

Other related functions/accountabilities may be assigned as necessary

This position will be responsible to fulfill both client and Regional Bank Product Mangers' requests such as account maintenance, online banking trouble shooting and resolution, deposit application processing, issue and complaint tracking/resolution, etc.

Most of the responsibility or daily task includes : Processing deposit applications, Loan modification processing, Data Entry Accuracy, Sending out disclosures, Strong customer service and communication skills.

Banking /Finance background required.

Location: Henderson, Nevada - Remote but required to go onsite 3 days per month (subject to change)

Interview Process: Approximately 2 rounds of MS Teams Video.

Qualifications/ What you bring (Must Haves) Highlight Top 3-5 skills

2-5 years relevant work experience in banking/finance industry (Banking and/or mortgage lending).

An orientation toward being a team player and providing extraordinary service while furthering the clients culture and values.

Ability to anticipate, recognize and meet the needs of clients.

Excellent verbal and written communication skills

Ability to use time and resources efficiently in order to accomplish tasks.

Personal organization and the ability to prioritize as well as multi-task.

Experience seeking to improve and develop new process and ideas related to daily tasks.

High School Education