Operations Analyst - ACH CCA Investigations

Richmond, Virginia

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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 is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

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. The Customer Claim Assistance (CCA) role is responsible for investigating customer claim cases and are responsible for timely and accurate resolution. This role requires strong attention to detail, effective communication skills, and the ability to manage multiple cases while meeting strict deadlines and performance standards.

Line of Business Description:

The Global Payment Operations (GPO) organization delivers global wire transfers and ACH payments for internal and external bank clients and supports end-to-end payment execution and investigations for transactions initiated through various channels. The team also provides sanctions screening on transactions for multiple products, in accordance with policies established by the Global Economic Sanctions Compliance team.

Responsibilities:

Investigate and analyze customer claim cases to determine appropriate resolution
Conducts investigations and completes claims in accordance with strict regulatory and internal deadlines.
Document case activity clearly and thoroughly within required systems with accuracy and attention to detail.
Consistently meet productivity, accuracy, and service-level goals.
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 2 years’ experience in ACH payments operations, financial operations, or a similar role
Risk and resolve experience
Experience with Microsoft Office Suite
Demonstrated willingness to learn and adapt to change, including adjusting to new processes, systems, priorities, and regulatory requirements in a fast‑paced environment.
Strong oral, written, and interpersonal communication skills
Strong organizational skills
Strong attention to detail
Ownership and accountability for delivering high quality work
Ability to prioritize effectively, adapt, and meet deadlines
Ability to work overtime when needed

Desired Qualifications:

Experience with payment investigation systems: Global Investigations-Payments/Wires, Cash Manager, QZ Task, Cashpro FX
Experience implementing process improvements and automation
Knowledge of Lean, Six Sigma or other process improvement techniques
Understanding of NACHA regulations
Demonstrates leadership, leading through change and process improvements to deliver results

Skills: