Sr. Specialist, ACH Operations - Omaha, NE

First National Bank of Omaha•Omaha, NE

7d•Onsite

About The Position

The Sr. Specialist, ACH Operations processes and balances Automated Clearing House (ACH) transactions across multiple transmissions and daily settlement windows, following NACHA procedures, departmental processes, service-level agreements, and regulatory requirements. The role manages ACH files and exceptions, reconciles return items, executes system macros, and supports approvals related to account exposure pledge failures. The position also investigates and resolves ACH and Zelle disputes within applicable regulatory timeframes; researches transactions, maintains case documentation, and responds to customers and financial institutions. The specialist provides support for file issues and RPA failure analysis, communicates with internal and external stakeholders, and contributes to process improvement activities. The role is expected to work onsite in Omaha, Nebraska; work location may change based on business needs.

Requirements

High school diploma or GED.
Proficiency in Microsoft Office suite.
Strong numerical aptitude.
Exceptional attention to detail and ability to maintain accuracy while handling multiple priorities.
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 as part of a team and independently, and to adapt to changing procedures and regulations.
Customer-focused approach, 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 according to NACHA rules, departmental procedures, service-level agreements, and system timelines.
Balance incoming Federal Reserve return items against PEP+ outputs and process outgoing ACH return items from Bookkeeping within established deadlines.
Identify and escalate complex issues to Treasury Services and Relationship Management; research and resolve unresolved return and exception items.
Prepare and distribute return advices and complete end-of-day balancing for daily return item processing.
Manage proof-of-authorization requests in TRIPS, obtain and validate documentation from originators, and respond within the 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, duplicate, suspended, dropped, rejected, corrupted, incorrectly formatted, or unsuccessfully transmitted files and batches.
Modify PEP+ formats or parameters when necessary to facilitate successful processing.
Coordinate file issue resolution and status updates with Relationship Managers, Customer Care, Treasury Support, customers, and other relevant parties.
Balance and reconcile ACH processing windows and document file exceptions for trend analysis and process improvement.
Investigate and resolve ACH disputes in compliance with Regulation E and NACHA rules.
Manage Zelle disputes using Compass, TRIPS, the Dispute Portal, and Client Central; maintain accurate documentation and case notes and meet required timelines.
Provide responsive customer support by phone and email, research ACH inquiries, and communicate with customers, Customer Service, Treasury Support, and other financial institutions.
Assist non-FNBO customers with inquiries about charges at other institutions processed by FNBO customers.
Support fraud recovery through proper handling of Letters of Indemnity and Hold Harmless Letters in partnership with external financial institutions.
Assist a supervisor or manager with month-end 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, internal controls, and compliance processes; complete required compliance training and report compliance issues as required.
Participate in team huddles and problem-solving activities to address bottlenecks and implement process improvements.
Maintain professional behavior, positive working relationships, and reliable attendance.