Account Specialist II - Regulatory Operations

Join a team dedicated to delivering exceptional service and regulatory compliance in consumer banking operations. Advance your career by handling complex account closing requests and supporting key business objectives. Work in a fast-paced environment where accuracy and customer satisfaction are top priorities. Collaborate with professionals across multiple business lines and locations. Contribute to a culture of integrity, vigilance, and continuous improvement.

Job Summary

As an Account Specialist II in the Account Closing team within Regulatory Event & Compliance Operations, you research and resolve account closing requests. You perform timely maintenance and closure of accounts, ensuring all regulatory requirements are met. You collect missing information from branch or tele-bank personnel and escalate exceptions or deviations as needed. You maintain high standards of customer service and meet daily productivity and service level targets. You interact with key stakeholders and subject matter experts across various sites and lines of business.

• Review and research consumer and business banking account information.
• Validate regulatory documents submitted by customers.
• Perform monetary, non-monetary, and regulatory account maintenance and closing services.
• Support retail products including checking, savings, loans, mortgages, and cards.
• Ensure accurate opening and management of guardianship accounts and holds.
• Close restricted accounts, transfer funds, and issue checks as required.
• Process customer-initiated account closure requests and privacy opt-out notices in compliance with regulations.
• Authenticate and set limits for ACH and ODL transactions.
• Establish and cancel overdraft protection, debit card coverage, and pre-authorized transfers.
• Monitor withdrawals, perform changes on term and interest rates, and disburse funds on maturity.
• Meet productivity, accuracy, and service level targets defined for the process.

• 1+ years of experience in retail banking operations.
• Excellent verbal and written English communication skills.
• Knowledge of quality standards, risk, and controls.
• Strong critical thinking and analytical skills.
• Flexible to work various shifts, including nights.
• Demonstrated strengths in research, analysis, and customer service.
• Proficiency in Microsoft Office Suite.
• Knowledge of U.S. regulatory guidelines for retail/consumer banking.
• Ability to collaborate and work in a team environment.

• Graduate degree, preferably in Commerce with first class pass percentage.
• Knowledge of retail customer fulfillment processes.
• Experience in handling escalations and complaints.
• Ability to perform quality control and ensure processing accuracy.
• Experience in training and coaching team members.
• Ability to adapt to changing priorities and business needs.
• Experience in user acceptance testing and incident management.