ACH Specialist 3
About The Position
The ACH Specialist III supports frontline customer service operations for the ACH team by handling a high volume of inbound inquiries from internal partners and business clients, averaging 40–50 calls per day. This role involves researching ACH transactions using multiple systems, identifying key details such as originator information, and resolving payment-related issues in a timely and accurate manner. The specialist performs level-one reporting and documents findings to support operational tracking and compliance while collaborating with internal teams to address more complex inquiries. In addition to call support, the role includes processing ACH Letters of Indemnity (LOIs) to assist in the recovery of canceled or returned funds from other financial institutions. As employees build experience, they are cross-trained to provide backup support for LOI processing, contributing to overall team flexibility and operational efficiency.
Requirements
- High school diploma or equivalent
- Four years or more of operations services related work experience
- Knowledge of products, services, terminology, procedures and systems related to assigned area, as well as applicable laws and regulatory requirements
- Proven commitment to high quality customer service
- Ability to work well with external and internal customers
- Good time management skills to maximize production and execution of tasks in a fast-paced environment
- Good understanding and knowledge of internal policies and procedures within Operations Services and enterprise wide
- Ability to identify, analyze and resolve exceptions through data interpretation
- Strong PC skills
- Good verbal and written communication skills
Responsibilities
- Handling a high volume of inbound inquiries from internal partners and business clients, averaging 40–50 calls per day.
- Researching ACH transactions using multiple systems.
- Identifying key details such as originator information.
- Resolving payment-related issues in a timely and accurate manner.
- Performing level-one reporting and documenting findings to support operational tracking and compliance.
- Collaborating with internal teams to address more complex inquiries.
- Processing ACH Letters of Indemnity (LOIs) to assist in the recovery of canceled or returned funds from other financial institutions.
- Providing backup support for LOI processing as experience is gained.
Benefits
- Healthcare (medical, dental, vision)
- Basic term and optional term life insurance
- Short-term and long-term disability
- Pregnancy disability and parental leave
- 401(k) and employer-funded retirement plan
- Paid vacation (from two to five weeks depending on salary grade and tenure)
- Up to 11 paid holiday opportunities
- Adoption assistance
- Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law
- Incentive and recognition programs
- Equity stock purchase
- 401(k) contribution and pension
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
