ACH File Processing 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

Join a highimpact team at the heart of KeyBank's transaction processing! Our ACH Operations group plays a vital role in the successful collection and distribution of financial transactions, ensuring accuracy, reliability, and exceptional service every step of the way.

As part of this small but dynamic team, you will manage the flow of incoming and outgoing ACH files through processing "windows," using the KeyBank ACH Processing system. Each window represents a critical moment in our processing cycle-and while you'll own your individual tasks, teamwork and collaboration are essential to completing each window with excellence.

In this role, you'll engage with internal partners and occasionally reach out to clients regarding their files, providing clear communication and dependable support. You'll be empowered to solve problems, maintain high quality standards, and help ensure the smooth movement of transactions that keep businesses and customers connected.

If you enjoy a blend of independent work and team-driven success, take pride in accuracy, and thrive in a fast-paced, detail-oriented environment, ACH Operations might be the perfect fit for you.

Essential Functions

• Deliver FirstClass Service: Consistently provide exceptional service to all internal and external clients. Identify opportunities to enhance process efficiency, quality, and client experience-proactively recommending solutions and escalating issues to management when appropriate.
• Champion Continuous Improvement: Act as a positive advocate for change by supporting process enhancements, team development, and departmental initiatives. Actively participate in personal development to support team success and future career growth.
• Serve as a Central Knowledge Resource: Manage multiple responsibilities simultaneously and act as a key point of contact for inquiries across various staff levels.
• Maintain Comprehensive Process Expertise: Under minimal supervision, sustain a full understanding of all Account Analysis functions, workflows, and operational processes.
• Monitor Workflow & SLA Management: Track daily team workflow, ensuring tasks are assigned appropriately and completed within established servicelevel agreements. Proactively escalate potential SLA risks to management.
• Support DaytoDay Operations: Assist management by serving as the primary point person for daily processing issues and complex questions, escalating items as needed for resolution.
• Production Support: Step in as a handson functional team member during peak periods or staffing shortages to maintain seamless production operations.
• Demonstrate KeyValues Service Excellence: Uphold and model exceptional service standards in all client interactions, both internal and external.
• Reporting & Performance Tracking: Contribute to monthly scorecard preparation and publication. Produce, verify, and maintain rotational schedules, production calendars, and other essential reporting artifacts.
• CrossFunctional Collaboration: Partner with lines of business to ensure data integrity within RPM and other systems/applications.
• Operational Innovation: Generate, share, and support continuous improvement ideas to refine processes and strengthen team performance.
• Performance Accountability: Achieve all individual and departmental goals while consistently meeting or exceeding servicelevel commitments.
• Process Enhancement Participation: Recommend and help implement solutions for routine operational issues. Contribute to workflow improvements, process redesign efforts, and strengthen foundational understanding of the team's products and processes.
• Client & Team Phone Support: Assist with incoming phone inquiries, ensuring professional and efficient resolution of client and internal questions.

Education & Experience

• High School Diploma or GED required
• Minimum 3 years of banking or backoffice operations experience, preferably in ACH, File Processing, or transaction processing
• Intermediate to advanced PC and Microsoft Office skills

Required Qualifications

• Strong attention to detail with a proven ability to perform complex, timesensitive tasks accurately
• Ability to manage multiple priorities and meet deadlines under pressure
• Strong problemsolving, analytical, and communication skills
• Comfortable working independently while collaborating within a fastpaced team environment
• Professional, composed demeanor with the ability to manage highstress situations effectively
• Ability to communicate clearly with team members, internal partners, and management
• Demonstrated ability to follow procedures, apply training, and make informed decisions
• Limited travel as needed

Skills & Knowledge

• Working knowledge of banking transaction processing and backoffice operations
• Understanding of production application systems used to support file and transaction processing
• Strong focus on accuracy, quality, and meeting established performance targets
• Ability to identify, analyze, and resolve operational or process issues
• Familiarity with continuous improvement concepts (e.g., workflow optimization, waste reduction)
• Adaptability to change and comfort working in an evolving operational environment
• Strong collaboration and communication skills
• Basic understanding of operational risk management principles

Core Competencies

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

Physical Demands

General office environment including prolonged sitting, frequent use of a PC/laptop, and regular phone communication. Occasional lifting, pushing, or pulling of items 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.