Key Objectives:
To receive, research, record, resolve, and respond to ACH related inquiries (e.g., ARC/OA/Copy of Return, Copy of Transaction, Addenda, Affidavit and Contact to Originators, etc.) within the department’s target goals.
Responsibilities Include:
Understands and meets departmental and Daily Dash Board objectives.Familiarized with Quality and Procedure Policy.Extensive knowledge of the systems available to service our customers.Increased knowledge and maneuverability of the systems available to service our customers. (Inclusive of all systems listed below).Increased knowledge of the rules and regulations governing ACH originations.Understands and follows department procedures without incident.Professional aptitude while interacting with individuals with-in all levels of the organization.Research and respond to ACH Investigations received via e-mail, fax, mail, and phone, to department standards.Responsible for ensuring the departments PRPC/UDT turnaround is met or exceeded.Utilize the SOP SharePoint for but not limited to retrieving forms and procedures for research assistance.Competencies:
Conceptual
Demonstrates a high level understanding of ACH network and department procedures.Understands the appropriate areas to contact for inquiry resolution (if outside the department)Demonstrates in depth knowledge of the following ACH research tools to quickly assist a customer:ACH RIPS/CRIPSPRPCCustomer Service ListingFSD-CAQMSSAR – BankOne SupersssionStar ViewerUDT – OAGraphnetCommon Mailboxes – ARC & OACollects information to solve problems and include others in problem resolution.Demonstrates ability to analyze and recognize inconsistencies relative to their day to day responsibilities and bring such issues to management attention.Consistently demonstrates ability to use good judgment in decision – making.Administrative
Organizes time efficiently; prioritizes work appropriately and readily adjusts to changing priorities.Ability to handle more than one task at a time (Solid multi – tasking capability).Follows instructions on established procedures found in SOP SharePoint.Works effectively with minimum supervision.Performs efficiently in unusual or difficult situations.Adheres to attendance and punctuality policies.Enters all inquiries in the PRPC/UDT are actioned within the deadlines.Recommends appropriate procedures to allow for a more efficient and effective customer experience.Communications/Interpersonal
Effectively builds and maintains working relationships with all levels of employees.Communicates clearly and concisely; listens well.Is empathetic to customer needs/ frustrations and is quick to provide the necessary resolution or call back time – frames to the customer.Deals effectively with staff/management in other areas in accomplishing business needs/work assignments.Demonstrates clear and concise written communication skills.Quantity and Quality of Work
Quality of work is consistently accurate and thorough.Necessary follow – through is accomplished within the time – frames established by ACH Investigation.Information provided to the customer is accurate and timely.Assist in ensuring that department PRPC/UDT turnaround does not exceed the limit established for the department, while maintaining highest level of service to the customer.Business/Technical
Has up-to-date in depth technical expertise as it relates to the following:ACH Rules regarding ARC/OA/Copy of Return, Copy of Transaction, Addenda, Affidavit and Contact to Originators.JPMC research tools used to research all of the aforementioned inquiry types.Interaction with customer to ascertain exact problem relative to non – ARC/OA/Copy of Return, Copy of Transaction, Addenda, Affidavit and Contact to Originators – inclusive of obtaining the required information to conduct the research.JPMC ACH procedures regarding ARC/OA/Copy of Return, Copy of Transaction, Addenda, Affidavit and Contact to Originators, etc.Demonstrates in depth understanding and knowledge of rules and regulations regarding ACH origination and receive items.Successfully passes all post training ACH exams.Clearly and concisely presents technical information (either written or verbal) to others.Effectively uses/operates tools required of job (Inclusive of SOP SharePoint)Clearly understands the link between job, customer requirements and business results and demonstrates such on a daily basis.Adaptability/Flexibility
Learns from experience.Is flexible to new ideas and actively pursues self – learning.Gives and receives feedback appropriately.Pitches in, in times of crisis or when others are out in order to meet business goals.Qualifications
Graduates/Post graduates with good academic record.0-2 years of experience/Working knowledge of various aspects of International Payment Processing Operations / working knowledge on SWIFT or experience in a back office operations of a reputed foreign bank or its processing arm/private sector bank/public sector bank would be an added advantage.Good Interpersonal skills to be able to communicate internally or externally and at all levels and should be a team player.Excellent written & oral communication skills in English.A proactive approach to problem solving, taking ownership of issues and having the determination to follow through. Escalate issues as appropriate.Client focus.Strong interpersonal skillsStrong PC and analytical skills/ Knowledge of MS Access, Excel, PowerPoint, and Word.“Diversity, Equity and Inclusion are the cornerstones of our culture at JPMorgan Chase. We embrace diversity, recognize that diverse talent strengthens our workforce and is linked to our success. We are bound to a culture of openness, meritocracy and believe in giving everyone an equal opportunity to succeed while bringing their whole & authentic selves to work. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as any mental health or physical disability needs. We believe different perspectives add strength and creativity to the work we do and results in enhanced client & employee experience. If you are passionate, curious and ready to make an impact, we are looking for you to help us grow and position our businesses for the future.”