SSG Operations Specialist II

SSG OPERATIONS SPECIALIST II

WHAT IS THE OPPORTUNITY?

The SSG Operations Specialist II is responsible for executing key operational functions related to defaulted or problem consumer, commercial, and syndicated accounts including real estate transactions of all complexity levels. This includes conducting validation and documentation reviews, ensuring accurate data transfer, maintaining data integrity, and supporting default operations through administrative and quality assurance tasks. The role plays a critical part in upholding compliance, operational efficiency, and portfolio quality in the loan servicing process. In addition, the SSG Operations Specialist II supports the department providing guidance, training and assistance with audit reviews if needed.

WHAT WILL YOU DO?

• Conduct detailed validation reviews of defaulted loan accounts to ensure completeness and consistency of records.
• Review loan documentation (e.g., notes, collateral, guarantees, payment history) for accuracy and readiness for next-step processing.
• Confirm that loan status, default stage, and borrower information are correctly reflected in systems.
• Accurately input, update, and transfer account data between core systems and default platforms.
• Validate data mapping and record integrity post-transfer.
• Perform exception handling and escalate data mismatches or gaps.
• Complete assigned administrative tasks, including mail coordination, document imaging and system updates meeting established service level agreements.
• Coordinate internal and external mail processing related to default accounts, including notices and legal correspondence.
• Ensure all relevant documents are properly, scanned, indexed and stored in the imaging system.
• Perform periodic portfolio quality reviews to identify inconsistencies, compliance gaps, or operational risks.
• Support the development of tracking tools, checklists, and reporting mechanisms for portfolio.
• Assist in special audits, exception reporting, and process clean-up projects.
• Ensure adherence to company policies, regulatory requirements (e.g., FDIC, OCC, CFPB), and internal control standards.
• Maintain confidentiality and security of borrower and company information.
• Identify process improvement opportunities and recommend workflow enhancements.
• Providing guidance, training and assisting with audit reviews if needed.
• Other duties as assigned by management.

WHAT DO YOU NEED TO SUCCEED?

Required Qualifications*

• H.S. Diploma required
• Minimum 4 years of recent loan operations, servicing, or default experience.
• Minimum 4 years of administrative/office clerk experience.

Additional Qualifications

• Ability to identify and resolve problems in a timely manner.
• Strong attention to detail and accuracy.
• Ability to maintain high levels of performance, especially in stressful situations.
• Excellent written and verbal skills.
• Excellent organizational skills.
• Ability to multi-task and work in a deadline driven environment.
• Ability to coach and develop colleagues on process and how to execute effectively.
• Strong knowledge of federal/state regulatory policies and procedures.
• Proficient PC skills, including Microsoft Office and Loan Origination systems.

WHAT'S IN IT FOR YOU?

Compensation

Starting 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 Benefits and Perks .

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 About Us .

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.
Unless otherwise indicated as fully remote, reporting into a designated City National location is an essential function of the job.