Operations Specialist - Customer Operations Support

MoneyGram; Northern (KY); Hybrid; USD 60,000 - 80,000; Full time

Job summary

MoneyGram is seeking an Operations Specialist to act as the primary contact for partner reconciliation, risk, and inquiries. You will manage settlements, research item exceptions, and drive process improvements across internal teams.

In this role you will oversee inventory at agent sites, ensure SLA compliance, and support training while maintaining thorough documentation for audits and regulatory purposes.

Qualifications

• High School Diploma or GED required.
• Bachelor’s degree in finance, Accounting, Business, or related field preferred.
• 4+ years of experience in bank operations, partner support, or financial services.
• Experience in settlement reconciliation and inventory management.
• Strong analytical and problem-solving skills.
• Experience with reconciliation processes, financial reporting, and settlement systems.
• Proficient in Microsoft Office and other financial systems.

Responsibilities

• Act as the primary contact for MoneyGram partners, resolving issues related to reconciliation and inquiries.
• Oversee reconciliation of unmatched settlements and ensure timely resolutions per priorities.
• Research and analyze item exceptions, resolve within SLAs and maintain audit-ready docs.
• Serve as key contact for financial institutions, addressing high-dollar adjustments.
• Collaborate with internal and external partners to identify and implement process improvements.
• Manage inventory levels at agent and supplier locations, track destroyed stock, and train staff.

Skills

Analytical thinking

Problem solving

Communication

Detail oriented

Time management

Education

High School Diploma or GED

Bachelor's degree in finance, Accounting, Business, or related field

Tools

Microsoft Office

Excel

Financial systems

Job description

What you will get to do as anOperations Specialist

• Act as the primary point of contact for MoneyGram’s partners, resolving complex issues related to reconciliation, research, risk, compliance, and customer inquiries, while managing the account base to meet department expectations.
• Oversee the reconciliation of unmatched settlements for assigned financial institutions, ensuring timely resolution of discrepancies and compliance with daily priorities related to key accounts and MoneyGram relationships.
• Research and analyze item exceptions for customers and the department, resolving them within service level agreements, minimizing financial risk, and maintaining accurate documentation for auditing purposes.
• Serve as the key contact for financial institutions, addressing high-dollar adjustments, reconciling complex accounts, and mitigating financial impact through effective resolution of discrepancies across internal systems and settlement files.
• Collaborate with internal teams (sales, product, etc.) and external partners to identify and implement process improvements, driving operational efficiencies and enhancing service delivery.
• Manage inventory levels at agent and supplier/warehouse locations, assign inventory ranges to agents, track destroyed or lost stock, assist with training new employees, and ensure outsourced functions meet SLAs and quality assurance standards.

What you will need to be successful

• High School Diploma or GED required. Bachelor’s degree in finance, Accounting, Business, or related field preferred.\
• 4+ years of experience in bank operations, partner support, or financial services.
• Experience in settlement reconciliation, inventory management, and troubleshooting technical issues.
• Previous experience with MoneyGram products, POS systems, or financial institutions preferred.
• Strong analytical and problem-solving skills with the ability to resolve complex financial issues.
• Experience with reconciliation processes, financial reporting, and settlement systems.
• Ability to communicate effectively with internal and external stakeholders across multiple channels (phone, email, chat).
• Detail-oriented with strong documentation and audit trail management skills.
• Proficient in Microsoft Office (Excel, Word, PowerPoint) and other financial systems and applications.
• Ability to manage multiple tasks, prioritize effectively, and work under tight deadlines.
• Strong understanding of financial regulations, audit requirements, and risk mitigation practices.
• Experience in driving process improvements and system efficiency.