ACH Lead Specialist

Location

555 Patroon Creek Boulevard, Albany New York

Monday
- Friday 2:00pm-10:00pm

This is a hybrid opportunity requiring minimally 2 days in office per week. Office location include: 4910 Tiedeman Road Brooklyn, OH or 555 Patoon Creek Blvd Albany, NY

This position is responsible for the processing windows of ACH files via the Key Bank ACH processing system in order for successful collection and distribution of clients' transactions. Working with a small team, the individual would ensure all daily tasks and SLA's are met. This position must also ensure the accurate and timely performance of such tasks so as to provide a high standard of service for the customer and to mitigate risk.

Answer customer service calls and perform intermediate-level online inquiries. Meet established goals/standards for quality while responding to customer inquiries. Maintain a high level of enthusiasm and professionalism while demonstrating the Key Values. Assist in the development of process improvement ideas that will enhance the client experience and improve operational efficiencies. Demonstrate effective decision making skills and be able to think independently.

Ensure compliance with operational, security and audit procedures. Other responsibilities as assigned by manager.

• Come to work each day with the goal to provide first in class service to all internal and external clients. In doing so, ensure that any opportunities to improve process efficiency, quality, or client experience are communicated (with solution) in order to affect real change. Escalate any issues identified to the appropriate management. Partner with management to support departmental cross training activities.
  
  Be a positive advocate for change and support those around them through change. Lastly, it's essential to be an active participant in self-development in order to support the common team but also ones future advancement. As such, the chosen candidate can expect to be responsible for numerous tasks simultaneously and a focal point for many levels of staff inquiry. Such tasks will be (but not limited to):

• Under minimal supervision, maintain complete understanding of all functions/processes within the Account Analysis team
• Closely monitor team workflow including task assignment, monitoring for completion within established SLA’s with management escalation in advance of possible misses
• Assist management by acting as a point person for day to day processing issues and complex clerical questions, knowing when to elevate to management for ultimate resolution.
• Serve as a functional team member supporting production during times of need
• Provide unsurpassed service to internal and external clients through the Key Values concepts
• Contributing to the compiling and publishing monthly scorecard, producing/verifying various task items including monthly rotational and production calendars
• Work with other Lines of Business to ensure data integrity is maintained within RPM and other systems/applications
• Contribute continuous improvement ideas
• Meet minimum individual, departmental goals and service level agreements
• Recommends and implements programs to solve routine issues, contributes to work flow or process change and redesign, and forms a foundational/basic understanding of the specific product or process
• Assist with phone calls

• High School Diploma or GED
• Intermediate to advanced PC and MS Office skills
• Minimum 3 years of banking experience (or equivalent work experience)
• Approachable, easy to talk to, and composed – deals with high stress levels effectively
• Superior problem solving, analytical and communication skills
• Ability to work independently or as part of the larger fast-paced and ever-changing team; all while maintaining a precise attention to detail
• Ability to multi-task and meet deadlines while working under pressure
• Proven ability to comprehend and perform complex activities independently
• Comfortable communicating with team members, internal clients and management while maintaining a professional demeanor
• Demonstrated ability to follow instruction as provided and utilize training to make informed decisions
• Limi…