CONTRACTOR-Customer Service Representative (Intermediate)

Job Description

Job Description

CONTRACTOR-Customer Service Representative (Intermediate)

Contract (6 months) | New York, New York | Hybrid (4 Days Onsite)

This role functionally reports to the Head of Client Services. Our goal is to deliver the highest level of client service to GTPS clients, with a focus on response time, accuracy, professionalism, and an empathetic, solution-oriented approach in difficult situations to ensure a positive client experience. The Client Service Unit is responsible for the opening and closing of demand deposit accounts within the GTPS account management system, as well as account lifecycle management, including timely billing and invoicing, client inquiries, check processing support, ACH-related processes, and end-to-end payment investigations.

Key Responsibilities: 

• Account opening, management & termination 
• Level 1 support for all requests coming from GTPS Clients 
• Respond to client inquiries and escalate to internal stakeholders as deemed necessary
• Own payment investigations following client, compliance, or internal stakeholder requests in the investigation management tool, PEGA Smart Investigate, including intake, analysis, coordination with relevant teams, client communication, escalation, and closure. 
• Manage individual PEGA workbasket and contribute to the good handling of the workbaskets of the Group as well as other teammates 
• Ensure proper and timely handling of check payments and deposits, including check deposits, inclearing items, returned checks, exception handling, suspense items, reconciliation follow-up, and client inquiries related to check processing.
• Process and support ACH-related matters, including drawdown authorizations, ACH returns, Notifications of Change, reversals, client follow-up, and coordination with internal teams to ensure compliance with applicable rules, client obligations, and internal procedures.
• Complete audit confirmations
• Address daily reconciliation issues related to funds in suspense, check inclearing, returned checks, ACH exceptions, and payments pending due to insufficient funds, ensuring timely research, escalation, and resolution.
• Perform periodic permanent supervision controls 
• Contribute to the periodic review and update of procedures related to check processing, ACH workflows, client servicing, reconciliations, and payment investigations.
• Contribute to the remediation of any issues, whether self-identified or assigned by LOD3 or external regulators. 
• Maintain the confidentiality of compliance matters relating to our clients 
• Any other ad-hoc tasks as deemed necessary

Profile

Required Qualifications: 

• Strong understanding of check processing, including deposits, in-clearing, returned items, stop payment-related inquiries, exception handling, suspense items, and reconciliation follow-up. 
• Working knowledge of ACH processes, including ACH origination support, drawdown authorizations, ACH returns, Notifications of Change, reversals, client follow-up, and applicable client responsibilities. 
• Ability to investigate payment issues end to end, identify root causes, coordinate with operations, compliance, technology, and business stakeholders, and provide clear and timely updates to clients. 
• Strong attention to detail, sound judgment in escalation, ability to prioritize time-sensitive payment matters, and commitment to accurate case documentation and closure. 
• Excellent written and verbal communication skills, with the ability to explain payment processes, exceptions, and investigation outcomes in a professional and client-focused manner. 

Preferred Qualifications : Knowledge of SWIFT, Montran, PEGA SI and/or Flexcube preferred.