Operations Analyst - Global Payment Operations Wires Customer Service

Bank of America Corporation•Richmond, VA

27d•Onsite

About The Position

This job is responsible for analyzing the day-to-day issues, researching, and providing resolution for various issues identified within a business unit. Key responsibilities include supporting defined procedures, routine analytics, and creating reports and completing exception processing.

Requirements

Minimum of 1 year call center experience
Must be able to Multitask using various systems/applications as well as different tasks at different times.
Exceptional Customer Service experience and excellent oral and written communication skills
Typing and Data entry experience
Excellent time management and prioritization skills, with ability to meet deadlines under pressure
Experience with working independently and on teams
Experienced with Microsoft Office Suite, especially Excel
Experienced with managing multiple priorities and multi tasks

Nice To Haves

Experience receiving at least 40+ USD Wire or ACH calls throughout the business day,
Expert level Excel experience
Working knowledge of payment investigations system
Electronic Wiring and Financial industry experience
Business, Finance, Accounting, Economics, or similar major preferred

Responsibilities

Inbound Call Center Customer Service Rep receiving calls including day-to-day analysis, research and resolution of varied problems related to ACH
Responsible for reviewing inquires from our financial institution clients utilizing SWIFT to communicate between Bank of America and other Financial institutions to resolve any open quires on post settlement payments
Functions include administering defined procedures, analysis and report generation, and exception processing
Contact both external banks and internal clients to resolve any inquiries on payments using the GIN system to work on individual cases
Aid clients in queries surrounding payments post settlement, queries include amendments, return of funds, bene claims nonreceipt of funds, recall of funds
Assists with coordination of implementation for products, services, and operational solutions
Supports the design, documentation, implementation, and monitoring of new products and services
Provides guidance regarding procedural, technical, and operational changes
Expands business products knowledge within operations environment
Builds network by developing relationships with partners and teammates
Inspects data to identify issues and trends
Collects and interprets data to validate operational processes