"Alerted.org

Operations Analyst - ACH Investigations - Global Payment Operations

Richmond, Virginia

To proceed with your application, you must be at least 18 years of age.

Acknowledge

Refer a friend

To proceed with your application, you must be at least 18 years of age.

Acknowledge (https://ghr.wd1.myworkdayjobs.com/Lateral-US/job/Richmond/Operations-Analyst---ACH-Investigations---Global-Payment-Operations\_25028361-2)

Job Description:

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 is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

The **Global Payment Operations (GPO)** organization delivers global wire transfers and ACH 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.

Job Description:

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.

Responsibilities:

+ Offer client solutions by providing seamless delivery of customer service through answering telephone calls in a contact-center environment.

+ Communicate Automated Clearing House (ACH) transaction status updates and/or origination details for Small Business merchants and other financial institution representatives via inbound telephone calls.

+ Handle inquires in regards to delete reversals, claim status, trace information, company ids and provided contact information

+ Offer client solutions by providing seamless delivery of customer service through answering telephone calls in a contact-center environment.

+ Inbound Call Center Customer Service Rep receiving callsincluding day-to-day analysis, research and resolution of varied problems related to ACH

+ Responsible for reviewing inquires from our financial institution clients utilizing SWIFT to communicate between Bank of America and other Financial institutions to resolve any open quires on post settlement payments

+ Functions include administering defined procedures, analysis and report generation, and exception processing

+ Contact both external banks and internal clients to resolve any inquiries on payments using the GIN system to work on individual cases

+ Aid clients in queries surrounding payments post settlement, queries include amendments, return of funds, bene claims nonreceipt of funds, recall of funds

+ 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 call center experience

+ Must be able to Multitask using various systems/applications as well as different tasks at different times.

+ Exceptional Customer Service experience and excellent oral and written communication skills

+ Typing and Data entry experience

+ Excellent time management and prioritization skills, with ability to meet deadlines under pressure

+ Experience with working independently and on teams

+ Experienced with Microsoft Office Suite, especially Excel

+ Experienced with managing multiple priorities and multi tasks

Desired Qualifications:

+ Experience receiving at least 40+ USD Wire or ACH calls throughout the business day,

+ Expert level Excel experience

+ Working knowledge of payment investigations system ​

+ Electronic Wiring and Financial industry experience

+ Business, Finance, Accounting, Economics, or similar major preferred

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

Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.

To view the "Know your Rights" poster, CLICK HERE (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12.pdf) .

View the LA County Fair Chance Ordinance (https://dcba.lacounty.gov/wp-content/uploads/2024/08/FCOE-Official-Notice-Eng-Final-8.30.2024.pdf) .

Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (“Policy”) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.

To view Bank of America’s Drug-free Workplace and Alcohol Policy, CLICK HERE .

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. Should you be offered a role with Bank of America, your hiring manager will provide you with information on the in-office expectations associated with your role. These expectations are subject to change at any time and at the sole discretion of the Company. To the extent you have a disability or sincerely held religious belief for which you believe you need a reasonable accommodation from this requirement, you must seek an accommodation through the Bank’s required accommodation request process before your first day of work.

This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.