Sr. Specialist, ACH Operations - Omaha, NE

FNBO ACH Transaction Processor

At FNBO, our employees are the heart of our storyand 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. We are considering all current and former CCB candidates, as well as candidates currently residing in Omaha.

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 institutionsall 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 contact for ACH-related matters
• Research and resolve customer inquiries related to originated and/or received ACH items with appropriate urgency
• Interface directly with Customer Service, Treasury Support, and customers regarding dispute questions, transaction research requests, and file processing inquiries
• Assist non-FNBO customers who contact the bank regarding charges on their accounts at other institutions that were processed by FNBO customers
• Collaborate with other financial institutions to resolve Proof of Authorization requests, dispute-related items, and transaction research needs
• Facilitate fraud recovery efforts through proper handling of Letters of Indemnity and Hold Harmless Letters in partnership with external financial institutions
• Support supervisor and/or manager with end-of-month volume statistics for billing and reporting by designated deadlines

Professional Development and Compliance

• Participate in cross-training initiatives to develop competency and provide effective backups for all departmental functions
• Understand and adhere to all bank policies, laws, and regulations applicable to the role
• Complete required compliance training and follow internal processes and controls
• Report compliance issues or violations according to FNBO Compliance Accountability Program procedures
• Maintain professional behavior, foster positive working relationships, and demonstrate reliable attendance

The Ideal Candidate for This Role:

The Ideal Candidate for This Role... (education, experience, desired skills, other requirements)

Qualifications

Required:

• High school diploma or GED with proficiency in Microsoft Office suite and strong numerical aptitude
• Exceptional attention to detail with proven ability to maintain accuracy while efficiently handling multiple priorities
• Strong analytical and problem-solving skills with ability to research, gather facts, and draw valid conclusions
• Excellent verbal and written communication skills for effective internal and external interactions
• Adaptable team player with ability to work independently and adjust to evolving procedures/regulations
• Customer-focused mindset with strong ethical standards and commitment to financial compliance
• We are considering all current and former CCB candidates, as well as candidates currently residing in Omaha.

Desired:

• Previous customer service experience in a financial environment preferred
• Knowledge of banking systems and financial processing platforms preferred
• Experience with ACH processing or banking operations beneficial
• Accredited ACH Professional (AAP) or Accredited Payments Risk Professional (APRP)

Compensation:

Compensation range (base pay): $37,454.00-$59,927.00

This role may have a specific starting pay within this range.

Final compensation offer to candidate may vary from posted hiring range based upon work experience, education, and/or skill level.

Work Environment:

It is anticipated that the incumbent in this role will work onsite at the posted location. Our onsite environment fosters innovation, mentorship, and a vibrant culture where ideas flow freely and relationships flourish. As part of our team, you'll experience the energy of our collaborative spaces designed to support your professional growth while working alongside talented colleagues who inspire excellence daily. Please note that work location is subject to change based on business needs.

Benefits Overview:

We offer a variety of benefits designed to keep you and your family physically and financially healthy. Not only do we offer a competitive salary and work-life balance, we offer benefits to match your needs:

• Medical, Dental, Vision Insurance
• 401k, With Matching Contributions
• Time Off Programs
• Health Savings Account (HSA)/Dependent Care
• Employee Banking
• Growth Opportunities
• Tuition Assistance
• Short-Term/Long-Term Disability Insurance

Equal Opportunity & Belonging:

FNBO believes that the quality of our employee experience is at the heart of our customer experience. One key pillar of our intended employee experience is Belonging. Belonging means we are committed to fostering a workplace culture where employees of all backgrounds feel valued, recognized,

First National of Nebraska