ACH Lead Specialist

Location:

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

Location: 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

Job Summary
This position is responsible for the processing windows of ACH files via the KeyBank 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

Essential Functions

• 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 escalate 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 KeyValues 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

Education

• 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
• Limited travel as needed

Skills

• Working knowledge of business concepts, tools, and processes that are needed for making sound decisions in the context of the company's business; ability to apply this knowledge appropriately to diverse situations.
• Working knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
• Working knowledge of back office operations; ability to implement the practices, processes, technologies, and applications associated with banking transaction processing and records management.
• Working knowledge of major production application systems used for delivery of services to internal and external clients; ability to leverage major production application systems in diverse situations.
• Working knowledge of the importance of meeting or exceeding established targets; ability to drive critical activities to completion.
• Working knowledge of the necessity and value of accuracy; ability to complete tasks with high levels of precision.
• Working knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
• Working knowledge of the concepts and principles of Gemba Kaizen methodology; ability to identify and eliminate manufacturing waste through iterative improvements to processes.
• Working knowledge of the necessity for continuous personal growth and learning; ability to gauge one's strengths, limitations and interests accurately, and use this knowledge for purposes of performance effectiveness self-development.
• Working knowledge of successful approaches and techniques for dealing with change; ability to adapt to a changing environment and be comfortable with change.
• Working knowledge of collaborative techniques; ability to work with a variety of individuals and groups in a constructive and collaborative manner.
• Working knowledge of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
• Basic understanding of processes, tools and techniques for assessing and controlling an organization's exposure to risks of various kinds; ability to apply knowledge of risk management appropriately to diverse situations.

Core Competencies

• All KeyBank employees are expected to demonstrate Key's Values and abide by Key's Code of Conduct.

Physical Demands

• General Office - Prolonged sitting, ability to communicate face to face in person or on the phone with teammates and clients, frequent use of PC/laptop, occasional lifting/pushing/pulling of backpacks, computer bags up to 10 lbs.

COMPENSATION AND BENEFITS

Please click here for a list of benefits for which this position is eligible.

Key has implemented an approach to employee workspaces which prioritizes in-office presence, while providing flexible options in circumstances where roles can be performed effectively in a mobile environment.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing HR_Compliance@keybank.com.

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