Operations Specialist (Remote)

Join our mission to create a completely new, 100% digital bank that uses consumer feedback to truly meet customers’ best interests. Jenius Bank, a division of SMBC MANUBANK, and a member of SMBC Group, is being built by a close-knit and fun-loving team of financial services professionals and technology experts who came together for the challenge of building a full-service digital bank from scratch. We’re committed to doing it the right way for the customer and are growing rapidly. To learn more about our relationship to our parent company, visit our website.

The anticipated salary range for this role is between $45,000.00 and $63,000.00. The specific salary offered to an applicant will be based on their individual qualification, experiences, and analysis of current compensation paid in their geography and the market for similar roles at time of hire. The role may also be eligible for an annual discretionary incentive award. In addition to cash compensation, SMBC MANUBANK offers a competitive portfolio of benefits to its employees.
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Jenius Bank is strategically scaling up a portfolio of products and building extraordinary experiences. In 2023, we launched our first two products reaching $1 billion in deposits and over $700 million in loans, all before Jenius Bank’s first anniversary. We don’t plan to slow down, with ambitious growth plans and the capital necessary to execute a multi-year strategic plan. We have a start-up mindset paired with SMBC Group’s 400 years of history. SMBC Group has more than 150 offices and 86,000 employees worldwide in nearly 40 countries and is committed to creating new business to better serve customers in the rapidly evolving digital environment. Join us on the journey that has caught the attention of the Banking Dive, and more to reinvent banking where smarter banking translates to a richer life.

SUMMARY:

The Bank Operations Specialist – Pending Applications Support is responsible for delivering high-quality support and service, with a focus on new account origination. This role involves thoroughly reviewing and analyzing consumer documents related to customer loan and deposit accounts, ensuring compliance with applicable regulations and bank policies. 

The specialist must have a strong understanding of Customer Due Diligence (CDD), Enhanced Due Diligence (EDD), and U.S. financial income documents. They will be responsible for reviewing customer-submitted documents, verifying accuracy, applying bank policies, and effectively communicating with customers regarding missing information and required documentation. This includes making outbound calls to follow up on outstanding documents, ensuring timely application processing while maintaining compliance with applicable regulations, such as the Telephone Consumer Protection Act (TCPA) and consumer privacy laws.

The ideal candidate must be detail-oriented, capable of managing multiple tasks simultaneously, and eager to cross-train in different areas within the department and counterpart teams. A team player mindset is essential, along with a commitment to delivering clear, professional communication and ensuring a positive customer experience.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Efficiently process applications through the review workflow to ensure a high level of customer satisfaction.
• Analyze and verify submitted documents for accuracy and completeness.
• Initiate outbound calls to applicants to address documentation requirements, resolve application issues, and enhance overall customer experience. 
• Validate customer income in accordance with bank underwriting policies for loan approval. 
• Manage customer communications via the Pending Applications servicing ticket system ensuring effective and timely communication with customers.
• Review and assess OFAC matches, override OFAC false positive, and escalate issues as needed
• Collaborate closely with Fraud partners to identify and report suspicious activity.
• Ensure preventive measures are carried out to fully comply with current rules, regulations and internal policies relating to risks pertaining to BSA, USA Patriot Act, OFAC and other AML related issues.
• Assist in the development of training materials, RCSA documentation, and process workflows.
• Participate in UAT testing for system updates and process enhancements
• Additional operational administrative support as needed.

POSITION SPECIFICATIONS:

• Have the ability to work Pacific Standard Time (PST) (coverage expected until 6PM PST on standard weekdays)
• Must be able to commit to working 1-2 weekends per month (Saturday and/or Sunday). Optional flex day throughout same working week
• 1-2 years experience in high volume inbound/outbound call center environment
• 1-2 years experience in banking operations and new accounts
• High School Diploma or equivalent credential
• Excellent data entry and typing skills required
• Proficient in Microsoft 365 and Adobe Acrobat
• Excellent attention to detail and reading comprehension skills
• Ability to efficiently adapt and move between various document types while processing.
• Ability to work independently within the scope of responsibilities for the position and complete assignments in a timely manner.
• Familiarity with FIS core banking helpful.
• Previous experience as a bank teller, customer service representative, fraud analyst, risk analyst, branch assistant manager, or bank operations specialist preferred.

Preferred Requirements:

• Experience reviewing and auditing financial documents
• Working experience in department quality assurance controls

EOE STATEMENT
SMBC provides reasonable accommodations during candidacy for applicants with disabilities consistent with applicable federal, state, and local law. If you need a reasonable accommodation during the application process, please let us know at accommodations@smbcgroup.com.

CCPA DISCLOSURE
Personal Information Collection Notice: This notice contains information under the California Consumer Privacy Act (CCPA) about the categories of personal information (PI) of California residents that SMBC MANUBANK collects and the business or commercial purpose(s) for which the PI may be used. We do not sell PI. More information about our collection and use of PI may be found in our CCPA Privacy Policy at https://www.smbcmanubank.com/privacy/ccpa-disclosure. Persons with disabilities may contact our Customer Contact Center toll-free at (877) 560-9812 to request the information in this Notice in an alternative format.