TF Ops Research Resolution Analyst

BOK Financial•Tulsa, OK

6d•Onsite

About The Position

The TransFund Operations Research & Resolution Analyst is primarily responsible for providing operational and technical support for TransFund customers (450+ Financial Institutions) within the Operations, Research & Resolutions group. This role works collaboratively across the TransFund organization and aligns with and directly supports the Network Services and Client Support operational segments to drive world class results, performance, and client satisfaction by researching and driving resolution to complex production impacting events. This role interfaces with TransFund clients, networks, processors, Visa, MasterCard, Cirrus, Plus, third-party vendors and personnel of other departments within TransFund to ensure high levels of operational service and efficiency are maintained. This position requires strong verbal and written communications/interactions on a variety of levels to include TransFund financial institution clients, vendors and processors.

Requirements

Associate’s Degree or higher in Business and/or Banking related field of study and/or 2-5 years in an EFT processing environment or equivalent combination of education and experience.
Superior continuous improvement mindset
Strong communication, including oral and written
Proven organizational and relationship management skills
Advanced knowledge of ATM, debit and credit card network processing, bank operations policies and procedures, exception processing, payments/collections, ACH and other electronic network services and operations
Superior vendor management skills
Strong technical aptitude with experience of technical systems
Extremely detail-oriented and confidence to make and drive sound decisions

Nice To Haves

Knowledge of TransFund: EFT/ATM, Debit card, Credit card, Fraud, and Chargeback systems

Responsibilities

Interact and engage with TransFund vendors, various levels of client contacts, and internal TransFund personnel to resolve multiple complex customer issues independently and concurrently.
Gather, assess, identify, and drive multiple issues independently and concurrently.
Develop and maintain an expansive knowledge base of TransFund Debit & Credit solutions through continuous improvement of related product/process discoveries, maintaining those and associated technical documentation through a centralized reference database.
Appropriately track and document client incidents, and maintain optimal customer communication and experience through resolution.
Follow established procedures, work with assistance and close guidance of senior members and management to drive incident closure, manage client escalations and maintain incident prioritization with vendors.
Work across the organization and partner with TransFund PMs and RMs to address customer issues, eliminate redundancies, implement mutual beneficial efficiencies, increase the utilization and knowledge of newly implemented and/or available functionality and introduce automation solutions to labor intensive functions and processes.
Perform other duties as assigned.