The Operations Specialist II serves as an advanced operational resource responsible for managing complex and high-risk cases, strengthening client experience, and reinforcing compliance standards. This role plays a key part in accuracy, quality, and ensuring consistency across global operations teams. Manage escalated orders, high-risk verifications, and complex exception cases Serve as a point of contact for sensitive client and internal communications Balance SLA performance expectations with heightened focus on quality and compliance standards Apply advanced knowledge of verification processes, FCRA requirements, and quality controls Conduct targeted quality reviews and support remediation planning Identify recurring issues, perform root cause analysis, and escalate findings to Compliance and Operations leadership Reinforce accountability and consistency across distributed and international operational teams Provide guidance and informal coaching to frontline Operations Specialists Collaborate with Compliance, Product, Implementations, and Customer Support to resolve operational gaps Maintain and enhance standard operating procedures to improve clarity and operational consistency Analyze operational data to recommend workflow enhancements and error reduction strategies Additional duties as assigned