Conduct research online and in repositories according to the terms of the Service Level Agreement (SLA).
Navigating with various payment channels, including OLDs and Hogan.
Ensure that client errors are minimized and eliminate controllable losses as well as privacy breaches.
Answer customer service calls to inquire about wire transactions and to initiate wire transactions.
Manage multiple investigation cases within the RTP & Wire Transfer Investigations system.
Perform secondary review and release on Wire transactions potentially exceeding millions of dollars.
Identify and report suspicious activity with clients or internal partners.
Developing or revising departmental procedures.
Collaborate with leadership to develop enhanced reporting and metrics.
Follow guidelines to identify and resolve moderate issues.
Handles moderately complex billing questions, service requests, suggestions, and complaints from customers.
Design and implement process improvements to solve common issues.
Involves multiple responsibilities instead of a single defined role.
Performs all responsibilities competently with moderate to minimal supervision.
Train or assist in training new staff.
Other duties as assigned.

Bachelor’s degree, or equivalent work experience.
Comprehension and understanding of payment processing.
Working Knowledge of Wire and RTP laws and regulations.
Ability to follow internal procedures alongside relevant regulatory requirements.
Skilled navigating various systems and applications to address everyday problems.
Experience in reviewing, analyzing, and summarizing data.
Proven ability to understand and work with technology or systems.
Strong problem solving, analytical and communication skills.
Experience managing client-facing deliverables with SLA requirements.
Demonstrates a strong aptitude for quickly understanding new concepts and procedures.
Proven ability to prioritize commitments, assign tasks and follow up on assignments.
Proven service delivery excellence with “Best in Class” client focused service mindset.
Demonstrated ability to present and translate complex issues via clear and concise communications (verbal and written) to a diverse audience, inclusive of multiple layers of management.
Ability to remain flexible and effective in a fast-paced team environment.
Skilled in handling tasks and emails via a shared Outlook inbox.
Managing risk.

Senior Specialist – Wires, RTP

Key skills