ACH Customer Service

Bank of America•Charlotte, NC

16h•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 building new procedures, completing complex non-routine analytics, creating reports, and reviewing exception testing and processing. Job expectations include supporting continuous improvement of processes by identifying trends and understanding the operations environment.

Requirements

Minimum of 1 year project management experience
Familiarity with the Bank’s complaint program and experience tracking / managing complaints or equivalent experience
Experience performing operational analysis, reporting, and issue tracking.
Experience creating, updating, or maintaining procedures, job aids, or process documentation.
Strong written, verbal, and presentation communication skills, with the ability to engage effectively across multiple organizational levels.
Demonstrated ability to support a strong risk and control culture through analysis, issue identification, and action‑oriented recommendations.
Ability to influence and collaborate with partners using data‑driven insights and subject matter knowledge.
Experience coordinating efforts to mitigate or remediate risk, including providing accurate and timely reporting.
Proven ability to manage multiple priorities in a fast‑paced, changing environment.
Strong proficiency in Microsoft Office tools, including Excel, PowerPoint, and SharePoint.
Ability to work independently to identify, analyze, and support resolution of issues.
Strong organizational skills, attention to detail, and follow‑through.
Demonstrated ability to build and maintain effective working relationships with operations, risk, and control partners.

Nice To Haves

Bachelor’s degree or equivalent work experience.
Experience supporting or contributing to process improvement, control enhancements, or operational change initiatives.
Knowledge of or experience within Global Payment Operations or Customer Service environments.
Experience with Single Process Inventory (SPI) and/or Process Owner Portal (POP).
Experience supporting large‑scale operational or enterprise initiatives.

Responsibilities

Perform reporting, analysis, and gap assessments to support operational performance, risk awareness, and decision making.
Develop, maintain, and enhance management reporting, dashboards, executive summaries, and presentations.
Support audit and compliance activities, including issue tracking, remediation coordination, documentation support, and evidence preparation.
Coordinate and support projects related to service quality, associate training, process improvement, internal communications, and operational initiatives.
Participate in weekly and monthly stakeholder forums, supporting status reporting, initiative tracking, and action follow‑ups.
Assist in the administration of bank programs, policies, and procedures, including creation and updates of procedures and job aids.
Apply a strong understanding of Customer Service and/or Global Payment Operations processes to identify risks, inefficiencies, and improvement opportunities.
Collaborate cross‑functionally to support risk mitigation efforts, issue action plan development, and remediation activities.
Report on adherence to policies, standards, and procedures, escalating risks and concerns as appropriate.
May assist with or direct workflow activities for assigned initiatives to ensure timely and accurate delivery of work.
Support continuous improvement efforts by contributing data‑driven insights and recommendations.
Leads implementation for products, services, and operational solutions
Manages the design, documentation, implementation, and monitoring of new products and services
Consults on procedural, technical, and operational changes
Advances business products knowledge within operations environment
Fosters relationships with partners and teammates
Inspects data to identify issues and trends
Presents reporting on key performance and implementation status