This Operations Specialist II - Refund Specialist position provides advanced operational support for a business unit in the execution of daily activities. Facilitates processes and associate workflow while ensuring compliance with all applicable regulations and policies. Maintains records or systems crucial for business operations. Answers inquiries and resolves issues, updating department records or systems accordingly, in alignment with service standards and business goals. Assists in the identification of process inefficiencies or opportunities for improvement. May guide less experienced specialists on the team through knowledge in the area of work.

This is a hybrid position (3 days in office, 2 days WFH) after the initial training period.

• Service - Answers inbound communications to service accounts, fulfill requests, or address issues. Determines target needs and provides resolution while maintaining a high standard of service. Identifies appropriate course of action for more complex issues or disputes.
• Operational Support - Performs various operational tasks that occur during customer, vendor, and associate inquiries. Streamlines the workflow for other associates within the business unit through operational activities. Identifies and communicates process inefficiencies. May offer recommendations for process improvements.
• Prepare refund check in Checkwriter daily so status of refund checks is current each day.
• Verify total number of checks processed matches all refund reports.
• Navigate through various bank and check image systems to research and resolve issues.
• Uses strong organizational skills to effectively manage detailed information.
• Notify client accounting and claims operation managers of any issues or concerns that may occur concerning refund amounts, totals, etc.

• • Utilizes excellent written and oral communication skills to collaborate and maintain positive working relationships with peers, leaders, and payer representatives to resolve credit balances.
  • Contributes to implementation of process improvement initiatives aimed at improving efficiency and accurate record keeping for audit requirements.
• Documentation - Handles standard documentation associated with daily activities, which may include processing, reviewing, or distributing materials. Maintains and updates department records either physically or within a system.
  • Process corrections when necessary, maintaining documentation for all corrections.
  • Prepares records for all refund documentation to be scanned and retain for validation and audit purposes.
• Business Proficiency - Provides knowledge in area of work. Reviews and maintains knowledge of any laws, regulations, and policies that affect specific job duties to produce work that is accurate, efficient, and compliant. Utilizes product, system, or process familiarity to resolve problems and handle customer requests. May offer guidance and direction to less experienced specialists through knowledge in area of work.
  • Ensures compliance by using established internal control procedures by examining records, reports, operating practices, and documentation.
  • Understand and adhere to all policies, laws, and regulations applicable to this role.
  • Consistent, regular, punctual attendance as scheduled is an essential responsibility of this position.
  • Participate in group settings and teamwork environment

• High School Diploma or GED and 2 years of experience in Financial Services or Operations Support

Additional Preferred Qualifications

• High attention to detail
• Exceptional organizational Skills
• Excellent written oral and communication skills

First Citizens benefits programs are designed to meet our associates where they are in life. Full-time associates (20 hours) are offered a comprehensive benefits program, with customized offerings, including those designed to support families, however defined. More information regarding our benefits offerings can be found here: https://jobs.firstcitizens.com/benefits"