COMMAND CENTER SPECIALIST
WHAT IS THE OPPORTUNITY?
The Command Center Specialist will monitor production, quality, and timeliness of workflow of Residential Mortgage Loans. This includes analyze departmental workflow, implement policies for uniformity and quality standards, and ensure compliance to regulatory requirements. As the Subject Matter Expert, they will conduct root cause analysis to identify bottlenecks, gaps, and inefficiencies then create actionable solutions including process improvements, system updates, and business rules. Responsibilities will include backlog prioritization, stakeholder presentations, change communications, and developing release criteria. This position will monitor and analyze key metrics and create reports to monitor key performance indicators and proactively anticipate trends. As an advocate for City National employees and Clients, the Command Center Specialist will collate feedback to ensure a first-class experience.
WHAT WILL YOU DO?
Analyze relevant metrics, identify trends, and create Key Performance Indicators
Create and maintain accurate end-to-end process maps.
Monitor capacity and assist with load balancing, including identify and develop automation opportunities.
Participates in meeting activities to identify project goals and gain consensus on project steps, schedule and implementation procedures; fosters cooperation and involvement of support team.
Interviews colleagues/client to identify and analyze needs; develops project plan and provides input to recommendations for request/problem resolution.
Identifies internal and/or external resources to ensure successful project completion.
Manages several projects of varying size concurrently and consults with all levels of management which may require coordinating activities across multiple departments and/or divisions.
Fosters and maintains strong relationships with colleagues/clients to ensure that processes are integrated to support expected customer service levels. Acts as business partner by managing expectations and providing guidance and advice throughout project duration.
Monitor submissions to the colleague suggestion box, vet potential solutions, and prioritize using cost-benefit analysis.
Provide efficient, timely, and responsive professional service.
Ensure that the Command Center Operations department promotes a positive, productive, diverse and supportive working environment and culture within the organization.
Deliver actionable insights and recommendations to leadership, including executives, to improve owned processes and experience.
Identify opportunities to reduce cycle times and optimize efficiency
Ensure scorecards adequately measure Command Center objectives and align with goals across all RLD departments.
WHAT DO YOU NEED TO SUCCEED?
Required Qualifications
H.S. Diploma
Minimum 2 years of experience in project management, process ownership, or product ownership
Minimum 5 years of experience with Microsoft Office, Microsoft Excel, including pivot tables
Additional Qualifications
Bachelor's Degree highly preferred
Strong ability to communicate through social/digital platforms and a keen understanding of trends in the space
Working knowledge of change management principles
Working knowledge of mortgage lending operations
Keeps abreast of best practices, resources, and industry trends
Maintains an excellent working relationship with RLD partners
Strong creative and problem-solving skills
Ability to work at a fast pace and meet deadlines
Ability to communicate in a way that reflects City National Bank's values and commitment to client service
Strong problem solver with a collaborative attitude
Experience working in an environment with multiple stakeholders
Strong organizational, multi-tasking and self-management skills
Highly organized and detail-oriented
Good written, verbal, interpersonal, analytical, and application skills.
Ability to identify a problem and utilize root cause analysis methodology for a recommended solution
WHAT'S IN IT FOR YOU?
CompensationStarting base salary: $28.58 - $45.66 per hour. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.
Benefits and Perks
At City National, we strive to be the best at whatever we do, including the benefits and perks we offer our colleagues including:
Comprehensive healthcare coverage, including Medical, Dental and Vision plans, available the first of the month following start date
Generous 401(k) company matching contribution
Career Development through Tuition Reimbursement and other internal upskilling and training resources
Valued Time Away benefits including vacation, sick and volunteer time
Specialized health and family planning benefits including fertility benefits, and cancer, diabetes and musculoskeletal support programs
Career Mobility support from a dedicated recruitment team
Colleague Resource Groups to support networking and community engagement
Get a more detailed look at our https://careers.cnb.com/benefits.
ABOUT US
Since day one we've always gone further than the competition to help our clients, colleagues and communities flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues today. City National is a subsidiary of Royal Bank of Canada, one of North America's leading diversified financial services companies. To learn more about City National and our dynamic company culture, visit us at https://www.cnb.com/about-us.html.
INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT
City National Bank fosters an inclusive environment where all forms of diversity are valued and leveraged to make us a better company and employer. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, veteran status or other basis protected by law.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
*Represents basic qualifications for the position. To be considered for this position, you must at least meet the required qualifications. careers.cnb.com accepts applications on an ongoing basis, until filled.
