Center Operations Generalist

Exact compensation may vary based on skills, experience and/or education, and location. This position is also eligible for an annual bonus.SUMMARYUnder the direction of the Centralized Service Manager, the Center Operations Generalist supports the achievement of Bank and departmental goals through the execution of operational responsibilities, advanced decision-making, and associate support.This position serves as a subject matter resource to Centers and Departments by providing procedural guidance, resolving operational issues, and ensuring accuracy and compliance in account opening, documentation, and processing.The role includes authority to review and approve documents and exceptions and serves as a backup to the Centralized Service Manager to ensure continuity of operations, effective oversight, and quality service delivery.ESSENTIAL DUTIES AND RESPONSIBILITIESProvides operational guidance and support to Center and Department associates on procedures, documentation requirements, systems, and regulatory requirements. Supports new account functions by reviewing and processing account documentation to ensure completeness, accuracy, and compliance with Bank policies and procedures. Reviews and validates Customer Identification Program (CIP) information and supporting documentation to ensure regulatory compliance. Performs required callbacks and verification steps associated with new account opening and maintenance activities in accordance with established procedures. Reviews, approves, and/or escalates operational documents, transactions, and exception requests in accordance with Bank policies and risk guidelines. Evaluates discrepancies, documentation issues, and exception items, and determines appropriate resolution or escalation. Oversees and/or performs monitoring and support activities related to IRA and HSA accounts, including reviewing reports, transactions, and records to ensure accuracy and compliance with IRS reporting requirements. Responds to CCPA requests by reviewing submitted requests, researching applicable customer information, and coordinating appropriate responses in compliance with privacy requirements. Assists Centers by responding to procedural and operational inquiries, researching issues, and providing timely and accurate guidance. Performs and reviews daily, monthly, and periodic reports and certifications to ensure operational accuracy, quality standards, and compliance requirements are met. Drafts, reviews, and maintains procedures, forms, job aids, and internal communications to ensure accuracy, consistency, and regulatory compliance. Identifies opportunities to improve operational processes, strengthen controls, and enhance efficiency and service quality.Assists the Centralized Service Manager with departmental projects, audits, reporting, workflow coordination, and operational oversight. Serves as a backup to the Centralized Service Manager by supporting associate guidance, workflow prioritization, and continuity of operations.Complies with, and stays abreast of, all policies and procedures and applicable federal and state laws. Provide, present, and promote the Citizens Experience to all external and internal customers. Other duties as assignedSUPERVISORY RESPONSIBILITIESThis position does not have direct supervisory responsibilities; however, it may provide functional guidance and direction to associates and act in a leadership capacity in the absence of the Centralized Service Manager.QUALIFICATIONSTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION and/or EXPERIENCEBachelor's degree from a four-year College or University; or three to five years of banking operations, branch operations, deposit operations, support services, related financial institution experience; or an equivalent combination of education and experience.LANGUAGE SKILLSAbility to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.MATHEMATICAL SKILLSAbility to calculate figures and amounts such as discounts, interest, commissions, proportions and percentages. Ability to apply concepts of basic algebra and geometry and interpret bar graphs.REASONING ABILITYAbility to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.COMPUTER & SOFTWARE SKILLSKnowledge of and ability to use Microsoft Office programs (Word, Excel, Outlook, Teams) and other general office equipment, such as 10-key by touch, photocopier, telephone, and fax machine. Knowledge of and ability to use SharePoint preferred but not required.Knowledge of Fiserv/Navigator preferred.CERTIFICATES, LICENSES, REGISTRATIONSNone requiredOTHER SKILLS and ABILITIESDemonstrated ability to manage multiple assignments simultaneously, establish priorities, and consistently meet deadlines in a fast-paced environment.Excellent written and verbal communication skills, with the ability to effectively communicate information, instructions, and recommendations to associates at all levels of the organization.Strong analytical, critical thinking, and problem-solving skills, with the ability to independently research issues, identify solutions, and collaborate with others to resolve complex operational matters.Ability to assess competing priorities, exercise sound judgment, and effectively prioritize work based on business needs, regulatory requirements, risk considerations, and service expectations.Ability to maintain focus, accuracy, and productivity while managing interruptions, changing priorities, and multiple concurrent responsibilities.Demonstrated ability to establish and maintain positive, professional, and collaborative working relationships with associates, management, and business partners across the organization.Ability to work independently with minimal supervision while also contributing effectively as a member of a team.Ability to identify opportunities for process improvements, operational efficiencies, training enhancements, and procedural updates, and make recommendations that support departmental and organizational objectives.Strong organizational and time management skills, with the ability to maintain accuracy and attention to detail while managing multiple deadlines and responsibilities.Ability to learn and apply new systems, processes, products, regulations, and technologies in support of changing business needs.May be required to attend job-related training programs, seminars, webinars, and continuing education opportunities as determined by management.Requires flexibility to adjust work schedules as needed and may be required to work overtime to meet business demands.PHYSICAL DEMANDSThe physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the associate is regularly required to talk or hear. The associate is frequently required to stand; walk; sit; and use hands and fingers to handle or feel. The associate is occasionally required to reach with hands and arms, and stoop, kneel, crouch or crawl. The associate is regularly required to operate a computer keyboard, mouse, calculator and telephone and reach with hands and arms. The associate must occasionally lift and/or move up to ten (10) pounds. WORK ENVIRONMENTThe work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work environment is usually moderate. Salary Range:$23.93 To $32.31 HourlyExact compensation may vary based on skills, experience and/or education, and location. This position is also eligible for an annual bonus.