Ensures quality and productivity standards are met and improvements are made where necessary. Conducts productivity reviews, best practices analyses, process improvement studies, organizational analysis, metrics development and service partnership agreements. Focuses on workflow, client experience, reducing expense, and enhanced efficiency. At Manager level, recommends and develops programs and metrics, partners with compliance and other internal areas to ensure all related requirements are integrated into processes as necessary, and oversees vendor relationships.
Monitors, collects and analyzes data to identify opportunities for process and quality improvement. Documents issues and associated risk and compliance for management review. Conducts assessments and analyzes changes. Contributes to the development of performance indicators for both internal and external clients.
- High School diploma or equivalent
- 3 years work experience in a back office operations area or customer service/call center environment
- Strong communications skills
- Intermediate skills with Microsoft Office Suite
- Demonstrated ability to use analytical skills to monitor, conduct root cause analysis, and recommend improvements related to the businesses quality principles
Minimum Requirements for Loan Operations:
Experience including commercial lending or mortgage operations and systems (e.g. Compass, ACAPS, eLDR, LEAD)
Prior experience within the financial services industry in the production, back office or call center environment
Equal Opportunity Employer: SunTrust supports a diverse workforce and is a Drug Testing and Equal Opportunity Employer. SunTrust does not discriminate against individuals on the basis of race, creed, color, gender, religion, national originTo review the EEO Poster, copy and paste the following link into your browser: http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf http://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf