Operations Analyst - Global Investigations ACH Customer Service

Bank of America; Scranton (Lackawanna County); Vor Ort; USD 42.000 - 65.000; Vollzeit

Benefits dieser Stelle

Competitive benefits

Career development opportunities

Zusammenfassung

Bank of America in the United States is seeking a Global Payment Operations analyst to analyze day-to-day ACH transactions, perform research, and provide resolution in a fast-paced call center environment while ensuring accuracy and compliance.

You will support defined procedures, analytics, and reporting for end-to-end payment processes, coordinate with partners and teammates, and contribute to successful operation of ACH and wire activities.

Qualifikationen

• Minimum of 1 year customer service or call center experience.
• Experience in a high-volume, deadline-driven, production operations environment.
• Strong written and verbal communication skills.
• Ability to follow detailed procedures and adhere to policy.

Aufgaben

• Day-to-day analysis, research and resolution of 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 product 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.

Kenntnisse

Attention to Detail

Customer Focus

Monitoring & Testing

Process Performance

Research

Adaptability

Data Management

Policy Understanding

Strategic Thinking

Reporting

Written Communications

Tools

Microsoft Outlook

Excel

Teams

Jobbeschreibung

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact.

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 supporting defined procedures, routine analytics, and creating reports and completing exception processing.

The Global Payment Operations (GPO) organization delivers global wire repair and ACH (High/Low Value) payments for internal and external bank clients and supports end-to-end payment execution and investigations for transactions initiated through various channels. The team also provides sanctions screening on transactions for multiple products, in accordance with policies established by the Global Economic Sanctions Compliance team.

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.

Required 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

Desired Qualifications

• Experience in ACH, payment operations, transaction processing, banking operations, or a comparable financial-services environment.

Skills

• Attention to Detail
• Customer and Client Focus
• Monitoring, Surveillance, and Testing
• Process Performance Management
• Research
• Adaptability
• Business Analytics
• Critical Thinking
• Reporting
• Written Communications
• Data Management
• Policies, Procedures, and Guidelines
• Management Process Design
• Process Effectiveness
• Strategic Thinking

Shift: 1st shift (United States of America)

Hours Per Week: 40

Privacy Statement: https://careers.bankofamerica.com/en-us/privacy-notice

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day. One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being. Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization. Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference.

Partnering Locally

Learn about some of the ways Bank of America is making a difference in the communities we serve.

Global Impact

Learn about the six areas that guide Bank of America’s efforts to help make financial lives better for customers, clients, communities and our teammates.

Opportunity and Inclusion

Each employee brings unique skills, background and opinions. We see opportunity and inclusion as our platform for innovation and a key component in our success.

Our Values

Learn about our four values that represent what we believe.

Pay Transparency: https://careers.bankofamerica.com/en-us/pay-transparency