Operations Analyst - Global Investigations ACH Customer Service
About The Position
The Operations Analyst supports Global Payment Operations (GPO), which delivers global wire repair and ACH payments for internal and external bank clients and supports end-to-end payment execution and investigations for transactions initiated through various channels. The organization also provides sanctions screening for multiple products in accordance with policies established by the Global Economic Sanctions Compliance team. In this role, the analyst analyzes day-to-day issues, researches and resolves ACH transaction problems in a call center environment, and supports defined procedures, routine analytics, reporting, and exception processing. The position also supports operational changes and product and service implementations, monitors processes, and works with partners and teammates. The job is based in a 1st-shift schedule and is listed as 40 hours per week.
Requirements
- At least 1 year of customer service and/or call center experience.
- At least 1 year of experience in a high-volume, deadline-driven production operations environment.
- Demonstrated professionalism over the phone and email.
- Strong attention to detail and commitment to accuracy and quality.
- Ability to follow detailed procedures and consistently apply operational controls and policies.
- Flexibility and willingness to respond to change.
- Ability to use sound judgment, solve problems effectively, and consistently determine fraudulent activity.
- Excellent written and oral communication skills.
- Working knowledge of Microsoft Outlook, Excel, Teams, and other standard business applications.
- Ability to de-escalate difficult client situations.
- Ability to multitask according to business needs, including phone work and typing.
- Ability to work in a client-based environment and meet goals.
- Flexibility with schedule as business needs arise.
Nice To Haves
- Experience in ACH, payment operations, transaction processing, banking operations, or a comparable financial-services environment.
Responsibilities
- Analyze, research, and resolve varied problems related to ACH transactions in a call center environment.
- Assist with coordination of implementation for products, services, and operational solutions.
- Support the design, documentation, implementation, and monitoring of new products and services.
- Provide guidance regarding procedural, technical, and operational changes.
- Expand knowledge of business products within the operations environment.
- Develop relationships with partners and teammates.
- Inspect data to identify issues and trends.
- Collect and interpret data to validate operational processes.
Benefits
- Affordable, competitive, and flexible benefits supporting teammates’ physical, emotional, and financial wellness.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
