Operational Analyst

The Commercial Lending Enablement Support Specialist provides essential operational, research, and frontline support to the Strategy Manager in advancing commercial lending process efficiency and enablement. The role serves as the first‑line resource for banker inquiries, supports cross‑functional initiatives, maintains training and process documentation, and helps ensure smooth adoption of enhanced workflows and technology capabilities.

This position strengthens Commercial and Small Business Lending by supporting strategic initiatives, improving process clarity, and equipping frontline teams with the guidance and tools needed to operate effectively.

This position can be remote within Zions Bancorporation’s footprint, or fully in office (5 days a week) if you are within 50 miles of a Zions Bancorporation office. 

Key Responsibilities

1. Banker Help Desk & Frontline Support

·         Staff a help desk to address banker questions related to commercial and small business lending workflows, documentation, systems usage, and operational procedures.

·         Provide frontline support for nCino workflows, including loan submission, deal team collaboration, documentation requirements, and pipeline management.

·         Troubleshoot user issues in nCino, escalate defects or configuration concerns, and track recurring themes to inform enhancements.

·         Maintain and update nCino training materials, job aids, and navigation guides.

·         Partner with technology teams, product owners, and the Strategy Manager to ensure system updates and workflow changes are accurately reflected in frontline guidance.

·         Support testing and validation of nCino enhancements prior to release.

·         Triage and escalate process or system concerns and track recurring issues to inform improvement opportunities.

·         Provide clear, timely guidance aligned with established processes and risk controls.

2. Research & Analytical Support

·         Conduct industry and competitive research to support strategic decision‑making and initiative prioritization.

·         Synthesize insights on market trends, regulatory impacts, emerging technologies, and commercial lending best practices.

·         Perform light operational and process analysis to identify pain points for further strategic review.

3. Application Ecosystem Knowledge & Documentation

·         Develop and maintain a working understanding of the commercial lending application ecosystem, including integrations, data flows, and system dependencies.

·         Create and update system maps, reference guides, and cross‑application workflow documentation to support user understanding and onboarding.

·         Collaborate with technology teams to ensure system changes are captured in training and guidance materials.

4. Training Material & Procedure Administration

·         Maintain and version‑control all learning materials, job aids, SOPs, and operational guidance related to commercial lending processes.

·         Partner with the Strategy Manager to ensure materials reflect future‑state workflows and adhere to risk and control expectations.

·         Support training sessions and enablement forums by preparing materials aligned with frontline needs.

5. Cross‑Functional Coordination & Support

·         Collaborate with underwriting, product, credit, operations, compliance, and technology teams to ensure questions, escalations, and support materials are accurate and aligned.

·         Participate in working groups to stay informed on upcoming changes and prepare communications and documentation for the frontline.

·         Track banker feedback and issues to provide actionable insights to the Strategy Manager for improvement and prioritization.

Qualifications

·         Bachelor’s degree preferred; relevant experience in commercial lending, operations, financial services support, or customer service considered.

·         2–4 years of experience in commercial lending operations, banking support, or training/documentation.

·         Foundational understanding of commercial lending processes and terminology, or willingness to develop this expertise.

·         Strong written and verbal communication skills with the ability to simplify complex processes.

·         Highly organized and detail‑oriented, with the ability to manage multiple support functions.

·         Analytical mindset with capability to conduct structured research and basic process analysis.

·         Customer‑focused orientation with strong problem‑solving skills when assisting frontline users.

·         Working knowledge of the Force.com platform with a proficient understanding of the nCino application.

Salary range for this position is $50,000 to $75,000 depending on experience.

Benefits:  

·         Medical, Dental and Vision Insurance - START DAY ONE! 

·         Life and Disability Insurance, Paid Parental Leave and Adoption Assistance

·         Health Savings (HSA), Flexible Spending (FSA) and dependent care accounts

·         Paid Training, Paid Time Off (PTO) and 11 Paid Federal Holidays, and any applicable state holidays

·         401(k) plan with company match, Profit Sharing, competitive compensation in line with work experience

·         Mental health benefits including coaching and therapy sessions

·         Tuition Reimbursement for qualifying employees enrolled in an accredited degree program related to the needs of the business, maximum of $5,250 per calendar year, employees are eligible for the program upon hire

·         Employee Ambassador preferred banking products