Global Payments Investigations Analyst

Merrill; Scranton (Lackawanna County); On-site; USD 42,000 - 58,000; Full time

Job summary

Bank of America’s Global Payment Operations (GPO) team analyzes day-to-day ACH transactions, researches issues, and provides resolution within a call center setting. The role supports product implementation, operational changes, and data-driven process improvements to ensure accurate, compliant processing.

The position emphasizes collaboration, client service, and the ability to handle high-volume workloads while maintaining professionalism and attention to detail in communications and reporting.

Qualifications

• Minimum of 1 year customer service experience and/or call center experience.
• Minimum of 1 year experience in a high-volume, deadline-driven, production operations environment.
• Able to demonstrate a high level of professionalism over the phone and email.
• Strong attention to detail with a demonstrated commitment to accuracy and quality.
• Ability to follow detailed procedures and consistently apply operational controls.
• Attention detail and strict adherence to policy and procedures.
• Flexible and willing to respond to change.
• Ability to apply sound judgment, effectively solve problems, and determine fraudulent activity consistently.
• Excellent written and oral communication skills.
• Working knowledge of Microsoft Outlook, Excel, Teams, and other standard business applications.
• Ability to de-escalate difficult client situations.
• Ability to multi-task as business needs dictate with phone and typing required.
• Ability to work in a client based environment meeting goals.
• Flexible with schedule as business needs arise.

Responsibilities

• Day-to-day analysis, research and resolution of varied problems related to ACH Transactions via a call center environment.
• Assists with coordination of implementation for products, services, and operational solutions.
• Supports the design, documentation, implementation, and monitoring of new products and services.
• Provides guidance regarding procedural, technical, and operational changes.
• Expands business products knowledge within operations environment.
• Builds network by developing relationships with partners and teammates.
• Inspects data to identify issues and trends.
• Collects and interprets data to validate operational processes.

Skills

Attention to Detail

Customer Focus

Monitoring, Surveillance, and Testing

Process Performance Management

Research

Adaptability

Business Analytics

Critical Thinking

Reporting

Written Communications

Data Management

Policies, Procedures, and Guidelines

Process Design

Process Effectiveness

Strategic Thinking

Job description

Bank of America’s Global Payment Operations (GPO) team analyzes day-to-day ACH transactions, researches issues, and provides resolution within a call center setting. The role supports product implementation, operational changes, and data-driven process improvements to ensure accurate, compliant processing.

The position emphasizes collaboration, client service, and the ability to handle high-volume workloads while maintaining professionalism and attention to detail in communications and reporting.