Senior MFO Service Analyst

Federal Home Loan Bank of Des Moines • Des Moines, IA

40d • Hybrid

About The Position

At FHLB Des Moines, we work each day to develop an inclusive culture that supports and leverages the complexity of a diverse workforce. This enables us to effectively serve the needs of our members and help them succeed. This role provides quality customer service to internal and external stakeholders, while facilitating inquiries and processes within the guidelines of Federal Regulations and Bank policy. Act as a risk manager by serving as the Bank’s first line of defense for fraud, money laundering and other wire transfer crimes.

Requirements

• Bachelor’s degree preferred, however, two years of business education and/or equivalent work experience required
• Proven experience with accuracy and details
• Proven experience in transaction execution, ownership and accountability for work
• 3-5 years proven customer service experience; phone customer service experience preferred
• Strong verbal and written communication skills essential
• Proficient PC skills including Word and Excel; database experience a plus
• Ability to work within a team environment is essential

Nice To Haves

• Banking industry certifications are a plus

Responsibilities

• Provide excellent customer service in a fast-paced environment to all stakeholders by responding to requests for service timely, accurately and professionally.
• Reconcile complex financial transactions in accordance with established policies and procedures, exercising judgment in decision-making.
• Identify, analyze, escalate and help resolve inquiries, addresses exceptions and serves as a point of escalation, when needed.
• Understand the operations workflow and core system functionality to help troubleshoot and identify impacts of proposed projects, initiatives, and changes.
• Collaborate with other departments on reconciliations, processing and projects.
• Produces solution requirements using job shadowing, interviews, business process descriptions, operating procedures, policy guidance, business analysis, task analysis and workflow analysis.
• Monitor, identify and report emerging issues related to members and other business partners to ensure Anti-Money Laundering, OFAC, fraud or other risk issues are escalated and addressed on a timely basis.
• Tests, validates, and ensures the ongoing system functionality and validity of associated/assigned operations systems.
• Knowledge of Bank operations Fedwire, custody, and CFR regulations.
• Understand and ensure compliance with required SOX and Operational controls.
• Support testing, execution, and documentation for projects.
• Develop and regularly review department processes and procedures.
• Responsible for the integrity of Bank and member data.
• Other duties as assigned.

Benefits

• As part of our competitive Total Rewards package, the Bank offers 11 paid holidays, 5 weeks of PTO and a work culture that values work/life balance.
• Most roles are eligible for our hybrid work schedule.
• We match 100% of the first 6% you contribute to your 401(k) and provide an additional 4% non-discretionary contribution to your 401(k) at the end of year.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level