Payment Lifecycle Associate I - ACH Investigations

Join our dynamic team and play a pivotal role in exceeding department goals by expertly handling ACH internal and external customer queries.

You'll have the opportunity to train, coach, and develop staff on all aspects of ACH processing, products, and services, empowering our servicing team to resolve customer inquiries with precision and success.

Be part of a team that values excellence and professional growth!

As a Payment Lifecycle Associate I for ACH Investigations within the Global Investigations - ACH Services team, you will be responsible for managing ACH customer inquiries and ensuring that departmental objectives are achieved.

In this role, you will provide training and coaching to staff on ACH processes, products, and services, enabling them to resolve inquiries with accuracy and efficiency.

Job responsibilities


* Monitor customer inquiries to ensure quality and accuracy meet department standards


* Oversee daily tasks, staffing, and schedule changes to ensure timely completion of work assignments


* Redistribute PRPC cases based on resource availability and potential delays


* Create and distribute statistical PRPC reports and dashboard statistics to management


* Ensure timely and accurate processing of returns, adjustments, and check approvals


* Analyze PRPC reports for inconsistencies or trends and follow up with flagged customers


* Monitor communication channels to ensure appropriate staffing and develop investigation schedule


* Track staff metrics, provide coaching, and assist in career development planning


* Set objectives and conduct performance reviews, assisting in PRPC enhancements


* Develop and maintain departmental procedures, coordinating staff schedules for coverage


* Assist with escalated investigations and collaborate on training programs, representing management as needed

Required qualifications, capabilities, and skills


* Strong customer focus


* Ability to multi-task and remain flexible


* Capability to work under pressure and meet tight deadlines


* Strong written and verbal communication skills


* Excellent interpersonal skills for interaction with various departments and customers


* Solid understanding of NACHA rules and regulations


* Solid understanding of the other functions performed in all ACH departments


* Strong technical skills


* Self-motivated and able to work with minimal supervision


* Strong analytical and detail-oriented mindset


* Good decision-making and solutions-oriented abilities

Preferred qualifications, capabilities, and skills


* Strong customer focus and interpersonal skills for interaction across departments


* Ability to multi-task, remain flexible, and work under pressure with tight deadlines


* Strong coaching, training, and delegation skills to maintain efficient workflow


* Strong technical, analytical, and decision-making skills


* Self-motivated with the abilit...