[ref. d70887402] Lockbox Lead Specialist
Under some supervision, the Lead Specialist is primarily focused on execution of basic to moderate processing work following defined procedures with some expansion to complex issues based on development. The Lead Specialist is also responsible for moderate operational and/or administrative work requiring occasional decision-making and will escalate issues as needed.
Essential Job Duties
This role covers a combination of staff within the areas of credit cards, retail banking, small business banking, consumer lending, mortgage banking, collections, recovery, origination, or auto finance and cover a broad range of responsibilities and duties Administers moderate procedures, analysis, tasks and reporting while receiving limited instructions for filing, recording, processing, servicing, recording, and/or organization of documentation associated with a product or process Reviews and ensures proper documentation or procedures are used for moderate activities Identifies and resolves moderate issues by following established guidelines.
Refers more complex problems to Senior level or supervisor. May provide service in relation moderate complex billing inquiries, service requests, suggestions and complaints from customers Uses some independence of thought to resolve basic issues, and refers more complex problems to supervisors or other experts.Recommends and implements programs to solve routine issues, contributes to work flow or process change and redesign, and forms a foundational/basic understanding of the specific product or process Accountable for regular reporting and analysis requests Typically covers a broad range of responsibilities rather that focusing on one specific role.
Is fully proficient in duties while working under moderate to limited supervision. Other duties as assigned
Required and/or Preferred Qualifications
Experience & Education 1+ years of experience in operations role High School Diploma or equivalent work experience required. College degree preferred.Skillsets Required at all Specialist Levels Works well with others in a fully developed team environment Open minded and adaptable to new ideas in a changing environment Exceptional attention to detail. Ability to work under pressure and meet deadlines Proficient in Microsoft Office applications Proficient in 10-Key, able to perform with a high degree of speed and accuracy.
Proven ability to handle monetary/ processing functions independently Proven ability to handle high transaction volumes accurately and meet production goals.
Leveling Skills Proven strong verbal/written communication and interpersonal skills Good judgement and decision making skills, basic leadership skills Ability to identify issues and demonstration of basic analytical, research and problem resolution skills Comfortable navigating multiple computer systems and applications, utilizing resources to solve routine challenges Moderate knowledge of banking policies, procedures, government regulations Ability to perform moderate scheduled and non-scheduled maintenance functions Excellent customer service skills and ability to handle routine/occasional customer service inquiries independently May train or assist in training new staff Ability to work with minimal supervision in decision making
LOB Specific Skills-Open mail and extract paper invoices/checks (Applicants will be tested to determine extraction skills)-Properly sort non-payment documents for processing Accurately batch work and communicate issues to Workflow Coordinator or Supervisor Develop subject matter expertise to identify optimizations and troubleshoot processing issues-Operate high volume extraction and image capture devices to process client payments-Utilize Lockbox software for data entry and reconciliation processes-Assist with end of day activities including client reporting, packaging and exception processing-Backup workflow coordinator when necessary, managing the flow of work throughout the various stages of Lockbox processing