Private Bank Operations - QA /QC Specialist

Description

The mission of the Private Bank Operations is to deliver a best-in-class experience for Private Bank clients and the colleagues that support them.  The group has functions that encompass Fraud, Client Onboarding, and Client Experience for Consumer, Commercial and Business Banking Product.  This role of a Private Bank QA/QC Specialist will provide the incumbent experience across products/processes supporting several lines of business.  Although you will work within established procedures, you will be expected to drive continuous improvement activities and evidence problem solving skills to identify root cause challenges and create plans to address with support of the management team. Your goal is to ensure that requests are processed timely, accurately, and completely to ensure a positive customer experience and to mitigate risk. You will be expected to encourage collaboration with colleagues and other teams to achieve these objectives, acting as an example for other team members to follow.

Primary Responsibilities Include

• Quality Control of the Client Onboarding, Client Experience, and Fraud Operations within Private Bank Ops
• Management of the Control Inventory (creation, monitoring, escalations)
• Focus execution within defined processing parameters as QA/QC tasks are expected to be completed timely, accurately with focus on attention to detail. Ensure procedures and SOPs are adhered to when performing your work, as measured through quality checks by management/team leader.
• Exceed customer expectations, by doing the right thing, and working together. Respond to internal/external customer inquiries within 24 hours. Escalate issues to management within 24 hours or raise at daily huddles. Suggest customer experience improvement opportunities as you identify them. Demonstrate ability and willingness to drive these to completion.
• Thoroughly understand and comply with regulatory requirements that impact your work including state and federal laws.
• Understand the importance of risk management and how it impacts your daily responsibilities. Be willing and able to explain all aspects of risk to other members of your team and support their learning and development.
• Complete required Regulatory and HR compliance training each quarter by established deadlines.
• Escalate risk issues to management immediately.
• Perform your daily responsibilities leading by example and demonstrate attributes expected of an emerging leader. Display a professional and positive attitude at all times with all of your interactions, as measured by customer/stakeholder feedback and manager observations.
• Work toward your PDP goals throughout the year and present evidence of progress to your manager.

Qualifications, Education, Certifications and/or Other Professional Credentials

• Previous QA/QC experience.
• Self-motivated, dependable, adaptable, and detail-oriented individual with strong analytical, writing, and organizational skills.
• Excellent written and verbal communication.
• Skilled at monitoring, reviewing, and analyzing account activity to identify trends and share those with leadership.
• Experience with money movement applications
• Ability to work independently and multi-task in a fast paced, ever-changing environment.
• Strong organization and time management skills
• Willingness to assist with special projects and accept new responsibilities.
• Other duties and responsibilities may be assigned, according to the needs of the Business Line
• High School or equivalent degree required; bachelor's degree preferred.
• 3+ years of experience in financial services or financial experience preferred
• 3+ years required of Banking, Professional experience in analysis and/or financial services industry preferred.

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: M-F 8:30a-5p

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.