Operations Support Specialist

Accountabilities:: Provide day-to-day operational support, including maintaining records and documentation, managing account information, retrieving and storing records, processing imaging requests, and supporting account opening activities. Coordinate operational activities with the Operations Core team to ensure accurate, timely, and consistent execution of business processes. Act as a liaison between operations staff, relationship managers, project managers, custodians, and clients to facilitate effective communication and resolve operational matters. Respond to customer inquiries, investigate service-related issues, and manage escalated cases to deliver efficient and high-quality customer support. Identify opportunities to recommend additional products and services while ensuring strict compliance with applicable telesales laws, regulations, and internal policies. Communicate regularly with management regarding productivity, service quality, staff availability, and Management Information System (MIS) performance indicators. Prepare written and verbal communications for supported business areas to obtain approvals for accurate financial entries and facilitate the correction of discrepancies. Support staff training initiatives by identifying learning needs, sharing operational knowledge, and assisting colleagues with questions related to dispute resolution processes. Provide operational support across a diverse range of financial products and services, ensuring consistent service standards and accurate processing. Participate in Lean initiatives and continuous improvement projects aimed at streamlining workflows, increasing efficiency, and enhancing operational performance. Investigate and resolve complex operational problems using established procedures, professional judgment, and best practices, escalating issues when appropriate. Evaluate operational risks when making business decisions, ensuring the protection of organizational assets, customer interests, and business reputation. Maintain compliance with applicable laws, regulations, internal policies, and ethical standards, promptly identifying and reporting potential control issues. Independently manage assigned tasks and daily responsibilities, using sound judgment to assess situations, resolve issues, and determine appropriate courses of action. Coordinate deliverables, monitor progress, and conduct follow-ups to ensure work is completed accurately, on schedule, and in accordance with established quality standards. Review operational outputs, provide guidance to colleagues when needed, and address process gaps to maintain reliable service delivery. Support administrative activities within the department by promoting consistency, accuracy, and timely completion of operational tasks. Analyze business requirements and complex operational situations, developing practical recommendations and solutions aligned with business objectives. Apply analytical thinking, domain expertise, and creativity to improve existing methodologies and support evolving operational priorities. Requirements: High school diploma or equivalent required. 2–4 years of relevant professional experience in operations support, financial services, banking, customer service, dispute resolution, or a related field. Comprehensive knowledge of dispute management processes, including the ability to investigate issues and support effective resolution. Proficiency in Microsoft Office applications, with the ability to manage operational documentation, reports, and business communications. Strong analytical and problem-solving skills, with the ability to assess complex situations, identify discrepancies, and recommend appropriate solutions. Demonstrated ability to work independently, manage responsibilities with limited supervision, and exercise sound professional judgment. Excellent written and verbal communication skills, with the ability to convey information clearly, accurately, and professionally. Strong organizational and time-management abilities, including the capacity to manage multiple priorities and meet deadlines. High attention to detail and a commitment to maintaining accurate records and delivering quality work. Ability to understand and apply operational procedures, internal policies, and regulatory requirements. Strong customer service orientation, with the ability to handle inquiries, manage escalations, and maintain positive stakeholder relationships. Ability to collaborate effectively with colleagues, management, clients, and cross-functional business teams. Demonstrated initiative and adaptability when responding to changing priorities and non-routine operational challenges. Ability to identify process improvement opportunities and contribute to initiatives that enhance efficiency and service quality. Strong sense of accountability, integrity, and discretion when handling sensitive customer information and financial records. Benefits: Annual base salary: $43,960–$57,340, depending on qualifications, experience, skills, and applicable employment conditions. Eligibility for additional discretionary and performance-based incentive or retention awards, where applicable. Comprehensive medical, dental, and vision insurance coverage. 401(k) retirement savings plan. Life insurance coverage. Accident and disability insurance. Employee wellness programs and resources. Paid vacation time and planned time off. Paid sick leave and unplanned time off. Paid company holidays. Remote working arrangements, depending on the assigned location and applicable employment conditions. Opportunities to develop operational expertise and contribute to continuous improvement initiatives. A collaborative professional environment with exposure to diverse financial products, services, and business operations.