Operations Analyst - Global Payment Operations

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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:

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

• R esponsible 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

• A id 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

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