Operations Analyst - Global Investigations ACH Customer Service

Bank of America•Scranton, PA

12d

About The Position

The Operations Analyst works within Bank of America’s Global Payment Operations organization, which delivers global wire repair and ACH payments for internal and external bank clients and supports end-to-end payment execution and investigations across transactions initiated through various channels. The organization also provides sanctions screening for multiple products in accordance with policies established by Global Economic Sanctions Compliance. The role analyzes day-to-day issues, researches and resolves issues identified within a business unit, supports defined procedures and routine analytics, creates reports, and completes exception processing. The position assists with implementing products, services, and operational solutions; supports the design, documentation, implementation, and monitoring of new products and services; and provides guidance on procedural, technical, and operational changes. It also involves inspecting and interpreting data to identify issues and trends and validate operational processes. Bank of America describes its culture as inclusive and supportive of teammates’ physical, emotional, and financial wellness. The company is committed to an in-office culture that supports collaboration, engagement, and career development, with flexibility based on role-specific responsibilities and business needs. This position is listed as first shift and 40 hours per week.

Requirements

Minimum of 1 year of customer service experience and/or call center experience.
Minimum of 1 year of experience in a high-volume, deadline-driven production operations environment.
Demonstrated professionalism over the phone and in email.
Strong attention to detail and demonstrated 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 apply 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 as business needs dictate, including phone and typing work.
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

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 business product knowledge within the operations environment.
Build a network by developing relationships with partners and teammates.
Inspect data to identify issues and trends.
Collect and interpret data to validate operational processes.
Analyze day-to-day issues, research them, and provide resolutions.
Support defined procedures and routine analytics, create reports, and complete exception processing.