Product Specialist, Sr

Job Description

The Product Specialist, Senior is responsible for the support of large/complex products and/or services, including the assistance of customers and service partners across a broad range of needs.  S/He often manages projects within the assigned product or service area or is a key contributor on behalf of that product or service in larger projects. S/He creates and updates procedures and reviews for accuracy and completeness the procedures developed by Product Analysts and Product Specialists. The incumbent designs and creates reports needed to measure and monitor the efficiency, accuracy, volume, profitability, security, risk and/or timeliness of assigned businesses and analyzes same for variances that warrant management attention. As a subject matter expert, the incumbent is expected to identify and make recommendations to improve the quality, timeliness, and efficiency of assigned products/services and/or contribute to their implementation.. The incumbent participates and/or leads process improvement efforts and ensures their effective implementation.  S/He may also be responsible for configuration management of assigned applications.     

RESPONSIBILITIES:

•Provides support to customers and/or service partners related to the operation and administration of assigned products/services.  Support includes, but is not limited to, researching and resolving complex problems, performing maintenance functions, researching and answering product-related questions on capabilities and options, and creating/delivering training.  
•Oversees the creation of designated reports in a timely and accurate fashion.  Identifies and recommends improvements in the accuracy and efficiency of the reporting process.  Analyzes report output to identify variances that warrant management attention and recommends action. 
•Actively participates in the testing and implementation of system and procedural changes, especially with respect to the documentation of said changes and test results. 
•Assists management in maintaining complete and accurate records needed to document production and demonstrate compliance with audit and regulatory requirements.

Qualifications

•High school diploma or equivalent required
•Bachelor’s degree in Business, MIS, or other relevant field and a minimum of three (3) years of progressive Operations or technical support experience; or a minimum of eight (8) years progressive Operations or technical support expertise with demonstrated communication, analysis, and problem-solving skills required. 
•Prior management experience highly desired. 
•Professional certifications or experience with Accredited ACH Professional, Certified Treasury Professional, Professional Project Manager, LEAN, and/or Six Sigma highly desired. 
•Programming and/or software support experience highly desired. 
•Prior experience developing and leading process improvement initiatives, including proficiency in applicable applications used for flowcharting/workflow highly desirable
•Prior banking experience managing system configuration highly desirable
•Demonstrated understanding of workflows and system requirements to the degree necessary to write procedures, generate reports, and/or provide support to customers and service partners.
•Ability to function as a subject matter expert on assigned products and services when working with vendors, Operations management, professional or trade associations, etc.
•Experience contributing to or leading projects with successful outcomes (i.e., the fulfillment of approved project requirements within an agreed upon time and budget) 
•Demonstrated proficiency with Microsoft Office products.
 

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