Associate Analyst, Operations

Role Overview

• Supporting complex cash management related issues, ownership of each inquiry as the main point of contact and providing First Call Resolution, when possible.
• Taking ownership of the case that results in follow-up phone calls, processing, and proper documentation.
• Supporting and managing escalated issues in a timely manner and acting as the point of contact for case resolution.
• Facilitating the proper handling of client complaints per regulatory requirements by communicating to and collaborating with FINOP, Compliance, Legal, and Risk teams when necessary.
• Maintaining and actively participating in the team training program and new hire onboarding experience.
• Maintaining a positive and supportive workplace environment by taking initiative and assisting individual team members when appropriate.
• Delivering regular positive feedback and coaching opportunities to support the team’s development.
• Keeping apprised of and promoting new processes and controls, actively leading in daily huddles, and participating in monthly department meetings.
• Providing feedback and process improvements to drive the business forward.
• Implementing and maintaining a team-specific error tracking process to ensure proper coaching and training take place at the senior operations and associate service consultant level.
• Reporting and presenting trends and process improvement recommendations to senior leaders at the team and enterprise level.
• Assisting with and/or supporting ad hoc projects, presentations, monitoring, associate engagement and reporting as needed.

Requirements

• 2+ years professional experience in financial services
• 2+ years business analysis (or similar) and/or process improvement experience
• Strong understanding of or experience with move money transactions and related regulatory requirements
• Skilled in client service and dedicated to providing a high-quality client experience
• Excellent collaboration, verbal/written communication and organizational skills
• Ability to prioritize and multi-task in a fast-paced environment
• Change Agent, able to define the future state and assist with implementing change as necessary
• Strong execution ability and a sense of urgency
• Creative, flexible and an experienced practitioner

Benefits

• 401K matching
• health benefits
• employee stock options
• paid time off
• volunteer time off