Operations Analyst - Global Payment Operations ACH Returns

What the role needs

• At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!
• Process Corporate/Commercial ACH return activity accurately and within established service-level requirements.
• Review and process eTask cases, CCD/CTX-related items, flat-file activity, dishonors, and other assigned return work.
• Research transactions and supporting information to determine the appropriate processing or resolution.
• Maintain work queues using established prioritization requirements, including FIFO processing where applicable. Internal procedures require cases to be worked from oldest to newest.
• Perform or support 4-Eye Verification activities to strengthen processing controls and identify potential errors before completion.
• Complete required task trackers and other processing documentation to maintain evidence of completed activities.
• Monitor Outlook communications for time-sensitive requests and appropriately identify, escalate, or assign urgent and priority items.
• Identify applicable CCD/CTX cases and items approaching established processing thresholds and create associated eTask assignments as required by the operating procedure.
• Follow established procedures and controls to support operational consistency, accuracy, and compliance.
• Escalate processing issues, system concerns, exceptions, or potential risks to leadership or the appropriate SME.
• Assist with workload management and cross-functional coverage to help the team meet daily processing and SLA requirements.

From the employer

Job Description: At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! Job Description: This job is responsible for analyzing the day-to-day issues, researching, and providing resolution for various issues identified within a business unit. Key responsibilities include supporting defined procedures, routine analytics, and creating reports and completing exception processing. Line of Business Job Description: The Corporate Returns Operations Analyst is responsible for the accurate, timely, and controlled processing of ACH Corporate/Commercial Return activities. The role supports daily operational requirements by reviewing and processing return transactions, researching exceptions, managing assigned work queues, completing required documentation, and ensuring work is processed in accordance with established procedures and service-level expectations. The analyst plays an important role in maintaining operational accuracy, mitigating processing risk, and supporting effective controls, including designated 4-Eye Verification activities. Internal process documentation emphasizes timely processing, SLA adherence, accuracy, proper work prioritization, and risk management. Responsibilities: • Process Corporate/Commercial ACH return activity accurately and within established service-level requirements. • Review and process eTask cases, CCD/CTX-related items, flat-file activity, dishonors, and other assigned return work. • Research transactions and supporting information to determine the appropriate processing or resolution. • Maintain work queues using established prioritization requirements, including FIFO processing where applicable. Internal procedures require cases to be worked from oldest to newest. • Perform or support 4-Eye Verification activities to strengthen processing controls and identify potential errors before completion. • Complete required task trackers and other processing documentation to maintain evidence of completed activities. • Monitor Outlook communications for time-sensitive requests and appropriately identify, escalate, or assign urgent and priority items. • Identify applicable CCD/CTX cases and items approaching established processing thresholds and create associated eTask assignments as required by the operating procedure. • Follow established procedures and controls to support operational consistency, accuracy, and compliance. • Escalate processing issues, system concerns, exceptions, or potential risks to leadership or the appropriate SME. • Assist with workload management and cross-functional coverage to help the team meet daily processing and SLA requirements. • Participate in training, procedural updates, process improvement initiatives, and other operational projects as assigned. • Maintain appropriate handling of sensitive banking and client information. • Assists with coordination of implementation for products, services, and operational solutions • Supports the design, documentation, implementation, and monitoring of new products and services • Provides guidance regarding procedural, technical, and operational changes • Expands business products knowledge within operations environment • Builds network by developing relationships with partners and teammates • Inspects data to identify issues and trends • Collects and interprets data to validate operational processes Required Qualifications: • Minimum of 1 year experience in a high-volume, deadline-driven, production operations environment • Strong attention to detail with a demonstrated commitment to accuracy and quality • Proven analytical, research, and problem-solving skills • Ability to follow detailed procedures and consistently apply operational controls • Effective organization, prioritization, and time-management skills • Strong written and verbal communication skills • Ability to identify potential risks or processing discrepancies and escalate appropriately • Ability to work independently while contributing to team objectives • Demonstrated accountability for assigned work, documentation, quality, and timely completion • Ability to adapt to changing volumes, priorities, procedures, and business requirements • Schedule is Monday - Friday 10am - 7pm • Overtime as required Desired Qualifications: • Experience in ACH, payment operations, transaction processing, banking operations, or a comparable financial-services environment. • Knowledge of ACH returns, exception processing, transaction research, and operational controls. • Experience working with production queues, case-management systems, or workflow tools. • Familiarity with quality-control or dual-verification processes. • Working knowledge of Microsoft Outlook, Excel, Teams, and other standard business applications. Skills: • Attention to Detail • Customer and Client Focus • Monitoring, Surveillance, and Testing • Process Performance Management • Research • Adaptability • Business Analytics • Critical Thinking • Reporting • Written Communications • Data Management • Policies, Procedures, and Guidelines Management • Process Design • Process Effectiveness • Strategic Thinking Shift: 1st shift (United States of America) Hours Per Week: 40 Pay Transparency details US - VA - Richmond - 8001 VILLA PARK DR - VILLA PARK OPS CENTER BLDG C (VA2100) Pay and benefits information Pay range $25.00 - $32.67 hourly pay, offers to be determined based on experience, education and skill set. Predictable pay This role is compensated with a base salary and is not incentive eligible. Benefits This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.