ACH File Processing Lead Specialist

Location & Hours

Office: 555 Patroon Creek Boulevard, Albany, NY.
Hybrid: minimum 2 days in office per week. Office locations include 4910 Tiedeman Road, Brooklyn, OH; and 555 Patoon Creek Blvd, Albany, NY.

Hours:

Monday–Friday 2:00 pm–10:00 pm.

Join a high-impact team at the heart of Key Bank’s transaction processing! Our ACH Operations group plays a vital role in the successful collection and distribution of financial transactions, ensuring accuracy, reliability, and exceptional service every step of the way. As part of this small but dynamic team, you will manage the flow of incoming and outgoing ACH files through processing “windows,” using the Key Bank ACH Processing system.

Each window represents a critical moment in our processing cycle—and while you’ll own your individual tasks, teamwork and collaboration are essential to completing each window with excellence. In this role, you’ll engage with internal partners and occasionally reach out to clients regarding their files, providing clear communication and dependable support. You’ll be empowered to solve problems, maintain high quality standards, and help ensure the smooth movement of transactions that keep businesses and customers connected.

If you enjoy a blend of independent work and team-driven success, take pride in accuracy, and thrive in a fast-paced, detail-oriented environment, ACH Operations might be the perfect fit for you.

• Deliver First‑Class Service:
  Consistently provide exceptional service to all internal and external clients. Identify opportunities to enhance process efficiency, quality, and client experience—proactively recommending solutions and escalating issues to management when appropriate.
• Champion Continuous Improvement:
  Act as a positive advocate for change by supporting process enhancements, team development, and departmental initiatives. Actively participate in personal development to support team success and future career growth.
• Serve as a Central Knowledge Resource:
  Manage multiple responsibilities simultaneously and act as a key point of contact for inquiries across various staff levels.
• Maintain Comprehensive Process Expertise:
  Under minimal supervision, sustain a full understanding of all Account Analysis functions, workflows, and operational processes.
• Monitor Workflow & SLA Management:
  Track daily team workflow, ensuring tasks are assigned appropriately and completed within established service‑level agreements. Proactively elevate potential SLA risks to management.
• Support Day‑to‑Day Operations:
  Assist management by serving as the primary point person for daily processing issues and complex questions, escalating items as needed for resolution.
• Production Support:
  Step in as a hands‑on functional team member during peak periods or staffing shortages to maintain seamless production operations.
• Demonstrate Key Values Service Excellence:
  Uphold and model exceptional service standards in all client interactions, both internal and external.
• Reporting & Performance Tracking:
  Contribute to monthly scorecard preparation and publication. Produce, verify, and maintain rotational schedules, production calendars, and other essential reporting artifacts.
• Cross‑Functional
  
  Collaboration:
  
  Partner with lines of business to ensure data integrity within RPM and other systems/applications.
• Operational Innovation:
  Generate, share, and support continuous improvement ideas to refine processes and strengthen team performance.
• Performance Accountability:
  Achieve all individual and departmental goals while consistently meeting or exceeding service‑level commitments.
• Process Enhancement Participation:
  Recommend and help implement solutions for routine operational issues. Contribute to workflow improvements, process redesign efforts, and strengthen foundational understanding of the team’s products and processes.
• Client & Team Phone Support:
  Assist with incoming phone inquiries, ensuring professional and efficient resolution of client and internal questions.

• High School Diploma or GED required
• Minimum 3 years of banking or back‑office operations experience, preferably in ACH, File Processing, or…