Sr. Specialist, ACH Operations - Omaha, NE

First National Bank•Omaha, NE

8d•$37,454 - $59,927•Onsite

About The Position

This position comprehensively processes Automated Clearing House (ACH) transactions, including processing and balancing files across multiple transmissions and settlement windows while adhering to NACHA procedures. The role executes system macros for balancing, manages approvals for account exposure pledge failures, and accurately resolves ACH and Zelle disputes within regulatory timeframes through research, reconciliation, and customer response. The role processes ACH return items, manages ACH files and exceptions, reconciles processing windows, and handles disputes using several integrated platforms. It also provides customer support by phone and email, collaborates with customers and financial institutions, supports fraud recovery efforts, and assists with end-of-month volume statistics. The specialist participates in team huddles and problem-solving activities to identify bottlenecks and improve processes, provides RPA failure analysis support, and contributes to customer satisfaction while maintaining regulatory compliance. The position is anticipated to be onsite in Omaha, Nebraska, although work location may change based on business needs. FNBO is considering current and former CCB candidates, as well as candidates currently residing in Omaha.

Requirements

High school diploma or GED.
Proficiency in Microsoft Office and strong numerical aptitude.
Exceptional attention to detail and ability to maintain accuracy while handling multiple priorities efficiently.
Strong analytical and problem-solving skills, including the ability to research, gather facts, and draw valid conclusions.
Excellent verbal and written communication skills for internal and external interactions.
Ability to work independently and as part of an adaptable team, and to adjust to evolving procedures and regulations.
Customer-focused mindset, strong ethical standards, and commitment to financial compliance.

Nice To Haves

Previous customer service experience in a financial environment.
Knowledge of banking systems and financial processing platforms.
Experience with ACH processing or banking operations.
Accredited ACH Professional (AAP) or Accredited Payments Risk Professional (APRP) certification.

Responsibilities

Process ACH return items in accordance with NACHA rules and guidelines, departmental procedures, service-level agreements, and system timelines.
Balance incoming Federal Reserve return items against PEP+ outputs and process outgoing ACH return items from the Bookkeeping department within established deadlines.
Escalate complex issues to Treasury Services and Relationship Management, and research and resolve unresolved return and exception items within defined timelines.
Collect, prepare, and distribute return advices, and perform end-of-day balancing for daily return item processing.
Manage proof of authorization requests in TRIPS, obtain and validate documentation from originators, and respond to receiving financial institutions within the mandatory 10-day NACHA response window.
Schedule and monitor ACH files for PEP+ processing windows and ensure timely processing through settlement windows.
Identify, troubleshoot, and resolve problematic, corrupted, incorrectly formatted, duplicate, suspended, dropped, rejected, or unsuccessfully transmitted files and batches.
Modify PEP+ formats or parameters when needed to facilitate successful file processing.
Coordinate file issue resolution with Relationship Managers, Customer Care, Treasury Support, originating customers, and other stakeholders; provide status updates and document exceptions for analysis and improvement.
Balance and reconcile ACH processing windows throughout daily operations.
Process ACH disputes in compliance with Regulation E and NACHA rules, and manage Zelle disputes using Compass, TRIPS, the Dispute Portal, and Client Central.
Maintain dispute documentation and case notes, and meet regulatory timelines for provisional credits and final resolutions.
Provide responsive phone and email support for ACH-related inquiries and research customer inquiries concerning originated or received ACH items.
Assist non-FNBO customers with questions about charges on their accounts at other institutions that were processed by FNBO customers.
Collaborate with other financial institutions on proof of authorization requests, disputes, and transaction research.
Support fraud recovery by handling Letters of Indemnity and Hold Harmless Letters in partnership with external financial institutions.
Assist a supervisor or manager with end-of-month volume statistics for billing and reporting by designated deadlines.
Participate in cross-training to develop competency and provide backup for departmental functions.
Follow applicable bank policies, laws, regulations, training requirements, processes, and controls; report compliance issues according to FNBO procedures.
Maintain professional behavior, foster positive working relationships, and demonstrate reliable attendance.
Participate in team huddles and problem-solving activities, support RPA failure analysis, and contribute to process improvements and customer satisfaction.