Operations Analyst - ACH CCA Investigations

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.

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. The Customer Claim Assistance (CCA) role is responsible for investigating customer claim cases and are responsible for timely and accurate resolution. This role requires strong attention to detail, effective communication skills, and the ability to manage multiple cases while meeting strict deadlines and performance standards.

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.

• Investigate and analyze customer claim cases to determine appropriate resolution
• Conduct investigations and complete claims in accordance with strict regulatory and internal deadlines.
• Document case activity clearly and thoroughly within required systems with accuracy and attention to detail.
• Consistently meet productivity, accuracy, and service-level goals.
• 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

• Minimum of 2 years' experience in ACH payments operations, financial operations, or a similar role
• Risk and resolve experience
• Experience with Microsoft Office Suite
• Demonstrated willingness to learn and adapt to change, including adjusting to new processes, systems, priorities, and regulatory requirements in a fast‑paced environment.
• Strong oral, written, and interpersonal communication skills
• Strong organizational skills
• Strong attention to detail
• Ownership and accountability for delivering high quality work
• Ability to prioritize effectively, adapt, and meet deadlines
• Ability to work overtime when needed

• Experience with payment investigation systems:
  Global Investigations-Payments/Wires, Cash Manager, QZ Task, Cashpro FX
• Experience implementing process improvements and automation
• Knowledge of Lean, Six Sigma or other process improvement techniques
• Understanding of NACHA regulations
• Demonstrates leadership, leading through change and process improvements to deliver results

• 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

1st shift (United States of America)

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