• Process & Procedure Specialist - Contact Center

    Job Locations US-TX-Allen | US-AZ-Mesa | US-NV-Las Vegas
    Req No.
    Call/Contact Center
    Regular Full-Time
  • Overview

    The Operations Analyst II works closely with the Operations Management Team on a range of operational projects and division initiatives across Operations and Contact Center. This position supports business process improvement initiatives improving the member and team member experience while delivering on business goals. The Analyst’s primary role is to support, recommend and implement enhancements that promote efficiency, compliance, and growth across the Operations division.


    This particular role will focus primarily on documenting and maintaining procedures and working with compliance to get them approved and published, improving operational processes, defining and documenting workflows, crafting communications related to process changes and system enhancements, maintaining procedures and workflows in the appropriate system(s), and working with other business units to facilitate the rollout of new initiatives and processes that impact Operations.


    • Assesses operational efficiency, prepares recommendations for improvement, and completes approved action plan.
    • Work with Operations Management to implement various process re- engineering solutions, systems, testing, business requirements, design specifications, etc. to improve operational efficiency and enhance the member experience.
    • Analyzes and troubleshoots defects in operational systems and applications, and partners with IT to correct errors as required.
    • Provides technical support to Operational Management and other support groups as needed
    • Reviews all work prior to its incorporation into production or input into another project task; facilitates and/or performs End-User (UAT) Testing and preparation of test scripts.
    • Reports to Operations Management on project /task progress, problems, and needed changes. Recommends and carries out approved action plan with minimal assistance.
    • Maintains records of work performed and fulfills ad hoc reporting requirements and routine queries as part of the requirements analysis.
    • Excellent user knowledge of, and responsible for, all aspects of the assigned systems or processes and their interaction with other systems (ex: Symitar, Synapsys, DocuSign, etc.) Documents procedures and workflows, and trains and guides less-experienced staff in department standards and tools.
    • Works with Operations Management to improve efficiency with or without technology by improving processes and use of systems to include technology.
    • Partners with Compliance and other related areas in monitoring changes in laws and regulations that may affect the programs to which assigned; assists Operations with system requirements where the implementation of new policy, procedural and operational changes are required.
    • Performs other duties as assigned.


    • Thorough familiarity with problem analysis, modeling data and processes; and excellent level of problem-solving capabilities to establish potential alternatives and solutions to problems
    • Excellent communication verbally and in writing. Ability to work with all levels of management.
    • Broad range of bank and/or savings and loan operational experience, as well as experience with use of online real-time systems. Systems should include core systems as well as item-processing subsystems.
    • Must be highly organized and capable of handling multiple tasks concurrently, and able to redirect priorities based upon current workload. (Ability to react to current situations.)
    • Ability to translate needs of users and external entities into projects or tasks which are practical (good analytical skills) and are well synthesized and integrated into the systems environment.
    • Excellent knowledge of production cycles and projected results of those cycles for related applications.
    • Ability to review test results and correlate those results to the effectiveness of the respective application.
    • Broad range of experience with managing client relationships, facilitating discussions, negotiating and building consensus.
    • Possess an in-depth knowledge of the technology used to deliver application functionality, with extensive knowledge of the business and IT teams.
    • Excellent technical skill to include Word, Excel, Microsoft Project and Visio.
    • Bachelor’s degree preferred (preferably in Business Administration, Statistics, Mathematics, Accounting, or Computer Science) or equivalent experience.
    • Minimum of five years’ work experience in an operational capacity within a financial institution, gained either by working in a branch or operations support area or in a system area directly supporting the applications and technology.
    • Or equivalent combination of education and experience.


    Physical Standards With or Without Reasonable Accommodations: Requires the ability to sit for extended periods of time (up to 6 hours daily), repetitive motion of hands for typing, gripping, grasping, filing, etc., and the use of standard office equipment. Other physical standards may occasionally be required.


    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed