Operations Specialist - Commercial Banking Operations

About This Role

Operations Specialists participate in moderately complex support services in account management, operations, documentation, customer service, and technical support. This production role is responsible for managing and supporting strategic post-booking servicing related activities, including performing systematic adjustments, technology initiatives, control performance, and production readiness that may require facilitating training operation servicing teams.

Responsibilities

• Participate in moderately complex support services in account management, operations, documentation, customer service and technical support
• Identify opportunities for process improvement within the customer support functional area
• Support issue identification, root cause analysis, and resolution of defects and customer-impacting issues
• Act as the primary business partner for several technology platforms, including Invoice Management System (IMS) and Infolease
• Collaborate with Product Owners, Technology teams, and operational leaders to prioritize enhancements and defect resolution
• Represent business requirements in technology discussions and change initiatives
• Coordinate User Acceptance Testing (UAT), regression testing, and validation efforts
• Develop and execute test plans to ensure invoicing functionality, invoice formats, and system integrations perform as expected
• Provide business sign-off for technology implementations and production deployments
• Drive process improvements, automation opportunities, and operational efficiencies
• Participate in cross-functional projects that improve customer experience and service delivery
• Evaluate emerging technologies and AI-enabled capabilities to streamline post-booking servicing operations
• Support audits, risk assessments, and documentation reviews
• Participate in defect management, production monitoring, and governance activities
• Escalate risks and operational concerns in a timely manner to appropriate stakeholders
• Present recommendations for resolving moderate to complex situations and exercise independent judgment while developing understanding of internal and external customer needs
• Provide information to customer service colleagues, relationship managers, internal partners and stakeholders, and customers to resolve customer issues
• Serve as the first point of customer contact in providing support for routine technical questions and issues

Requirements

• 2+ years of Operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Nice to have:

• Customer-centric mindset