Specialist, ACH Operations

At FNBO, our employees are the heart of our story—and we’re committed to their success! Please see below the details of this career opportunity and how it fits into our organization’s success.

Summary of the Job:

 

This position involves comprehensive processing of all aspects of Automated Clearing House (ACH) transactions. This includes the processing and balancing files through multiple transmissions and settlement window deadlines throughout the day, strictly adhering to NACHA procedures. The role also executes system macros for balancing and managing approvals for account exposure pledge failures. They also complete ACH and Zelle disputes accurately within regulatory timeframes by conducting thorough research, reconciliation, and customer response.
In alignment with our continuous improvement principles, this role also participates in team huddles, and problem-solving activities, to address bottlenecks or process issues and implement improvements. This role is responsible for balancing return items against internal reports, communicating with stakeholders, providing RPA failure analysis support, and contributing to departmental customer satisfaction while maintaining unwavering regulatory compliance.

About This Role:

 

Key Responsibilities

Transaction Processing and Compliance

• Process ACH return items in accordance with NACHA Rules and Guidelines, departmental procedures, contracted service level agreements, and system timelines
• Balance incoming Federal Reserve return items against PEP+ outputs with precision
• Process outgoing ACH return items from Bookkeeping department within established deadlines
• Identify and escalate complex issues/concerns to Treasury Services, Relationship Management
• Research and resolve unresolved return and exception items by defined completion timelines
• Collect, prepare, and distribute return advices following established procedures and timelines
• Perform comprehensive end-of-day balancing for all daily return item processing
• Manage proof of authorization requests by entering case details into TRIPS application, communicating with originators to obtain documentation, validating received authorization copies for accuracy and compliance, and providing timely responses to receiving financial institutions—all while adhering to the mandatory 10-day NACHA response window

ACH File Management

• Schedule and monitor ACH files for PEP+ processing windows with accuracy, ensuring timely processing through all settlement windows
• Implement comprehensive exception handling procedures for problematic files, including identification, troubleshooting, and resolution of corrupted or incorrectly formatted submissions
• Monitor for and investigate duplicate file submissions, implementing verification protocols to prevent double processing while ensuring legitimate files are processed appropriately
• Identify and resolve processing issues including suspended files, dropped batches, rejected items, and failed transmissions through root cause analysis
• Make appropriate modifications to PEP+ when necessary, including format corrections and parameter adjustments to facilitate successful processing
• Coordinate with multiple stakeholders regarding file issues, including direct communication with Relationship Managers, Customer Care representatives, Treasury Support teams, and originating customers
• Provide timely status updates and resolution paths for file exceptions to all relevant parties, ensuring transparency throughout the remediation process
• Balance and reconcile ACH processing windows throughout daily operations, ensuring accurate settlement and posting
• Document all file exceptions for trending analysis and process improvement opportunities

Dispute Management

• Process ACH disputes in compliance with Regulation E requirements and NACHA Rules, ensuring proper investigation and resolution timelines
• Manage Zelle disputes through multiple integrated platforms:
  • Utilize Compass for transaction research and verification
  • Process cases within TRIPS platform for dispute tracking and resolution
  • Document case details in the Dispute Portal for compliance and audit purposes
  • Access Client Central for network-related dispute information and resolutions
  • Ensure all dispute documentation meets regulatory requirements and internal standards
  • Maintain accurate case notes and adhere to Regulation E timelines for provisional credits and final resolution

Customer Service and Issue Resolution

• Provide responsive customer support via phone and email, addressing inquiries with professionalism and accuracy while serving as a primary point of contac