ACH Operations Support Analyst

Description

Reporting to the ACH Operation Leader (AVP), the Team Lead will oversee, and support assigned staff while ensuring all functions and activities including origination and receiving processing with exception handling for the ACH line of business is conducted within established quality and productivity standards. This includes process improvements, service-related checker reviews, efficiency initiatives, RCSA control related deliverables, new product/system introductions, and merger related activities. Provide guidance and scheduled staff training to analysts with troubleshooting situations and serve as a primary escalated point of contact in responding to customer service issues and inquiries. Use analytical and operational skills to mitigate risk, analyze and approve transactions resulting in a positive customer experience. Applies subject matter expertise to performing audits, quality control, and/or reporting functions. Ensure Bank policies and procedures are administered properly while initiating the development of methods to increase process efficiency and quality. Identify processing bottlenecks, improvements or changes needed, ensuring efficiency and operational readiness within production.

Scope of Responsibility:

PRODUCTION MANAGEMENT 40% Supports with scheduling staff assignments to ensure that all work unit processing deadlines and service levels are consistently met. Monitor work unit records to ensure that all time accounting, productivity, and statistical measures are accurately and consistently recorded. Monitor productivity standards are met. Manages change coordination initiatives for improving/updating productivity or quality standards and statistical reporting for work units.

HUMAN CAPITAL 20% Promote a safe, productive, harassment-free work environment that encourages peak performance and fosters innovation, employee development, and teamwork.

CUSTOMER SERVICE 20% Ensure that work unit consistently provides the highest possible level of customer service to both internal and external Bank customers. Continually review processes/procedures for opportunities to improve/enhance customer service and provide recommendations to management. Communicating with internal and external customers to resolve customer service issues/problems. Work with management to help resolve customer complaints.

RISK MANAGEMENT 20% Ensure that all procedures, policies, and controls are consistently followed. Promote a high degree of awareness of risk, risk control measures, and compliance policies and procedures among all staff members. Participate in work unit/RC audits, SOX testing, and business resumption planning and exercises. Provide feedback and recommendations to management on developing potential risks and risk trends along with recommendations for mitigation.

Responsibilities:
• Support the development of long-term organizational strategy and initiatives within the Business Unit
• Provide production support with standard ACH task along with research and analyses of operational procedures and process controls.
• Present findings, projections, and recommended actions for Operational readiness
• Plan, implement, and manage proposed recommendations and projects through change coordination initiative
• Monitor and report on projects and initiatives to leadership for review
• Support senior executive decision-making processes through change management coordination

Qualifications:
• Communicates effectively
• Identifies multiple paths to success through the development of analytical, critical thinking, and decision-making skills
• Exercises sound judgement and strives for continuous improvement
• Demonstrates optimism, resilience, flexibility, and openness to others' ideas
• Learns while doing
• Actively listens and asks thoughtful questions
• Leverages available technology to achieve efficiency and results
• Engages inclusively and with intent
• Always acts with integrity
• Analytical thinking
• Iterative problem-solving
• Self-starter and takes initiative
• Excellent interpersonal skills
• Exceptional understanding of business operations and procedures
• Strong research, organizational, and planning skills
• Strong project management skills

Education:
• Bachelor’s degree or equivalent work experience equally preferable.
• Undergraduate degree in business, finance, or a related field

The typical base pay range for this role is between $61K - $77K depending on job-related knowledge, skills, experience, and location. This role may also be eligible for certain discretionary performance-based bonuses and/or incentive compensation. Additionally, our Total Rewards program provides colleagues with a competitive benefits package (in accordance with the eligibility requirements and respective terms of each) that includes comprehensive health and wellness benefits, retirement plans, educational assistance and training programs, income replacement for qualified employees with disabilities, paid maternity and parental bonding leave, and paid vacation, sick days, and holidays. For more information on our Total Rewards package, please click the link below.

We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws (including (i) the San Francisco Fair Chance Ordinance, (ii) the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, (iii) the Los Angeles County Fair Chance Ordinance, and (iv) the California Fair Chance Act) to the extent that (a) an applicant is not subject to a statutory disqualification pursuant to Section 3(a)(39) of the Securities and Exchange Act of 1934 or Section 8a(2) or 8a(3) of the Commodity Exchange Act, and (b) they do not conflict with the background screening requirements of the Financial Industry Regulatory Authority (FINRA) and the National Futures Association (NFA). The major responsibilities listed above are the material job duties of this role for which the Company reasonably believes that criminal history may have a direct, adverse and negative relationship potentially resulting in the withdrawal of conditional offer of employment, if any.The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.We are proud to be an Equal Opportunity Employer and committed to leveraging the diverse backgrounds, perspectives and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate on the basis of race, color, national origin, religion, gender expression, gender identity, sex, age, ancestry, marital status, protected veteran and military status, disability, medical condition, sexual orientation, genetic information, or any other status of an individual or that individual’s associates or relatives that is protected under applicable federal, state, or local law.