Sr. Specialist, ACH Operations - Omaha, NE

First National Bank of Omaha · Omaha · $37,454–$59,927 (stated in the posting)

At FNBO, our employees are the heart of our story—and we’re committed to their success! Please see below the details of this career opportunity and how it fits into our organization’s success.

Summary of the Job:

This position involves comprehensive processing of all aspects of Automated Clearing House (ACH) transactions. This includes the processing and balancing files through multiple transmissions and settlement window deadlines throughout the day, strictly adhering to NACHA procedures. The role also executes system macros for balancing and managing approvals for account exposure pledge failures. They also complete ACH and Zelle disputes accurately within regulatory timeframes by conducting thorough research, reconciliation, and customer response.
In alignment with our continuous improvement principles, this role also participates in team huddles, and problem-solving activities, to address bottlenecks or process issues and implement improvements. This role is responsible for balancing return items against internal reports, communicating with stakeholders, providing RPA failure analysis support, and contributing to departmental customer satisfaction while maintaining unwavering regulatory compliance.

We are considering all current and former CCB candidates, as well as candidates currently residing in Omaha.

About This Role:

Key Responsibilities

Transaction Processing and Compliance

Process ACH return items in accordance with NACHA Rules and Guidelines, departmental procedures, contracted service level agreements, and system timelines
Balance incoming Federal Reserve return items against PEP+ outputs with precision
Process outgoing ACH return items from Bookkeeping department within established deadlines
Identify and escalate complex issues/concerns to Treasury Services, Relationship Management
Research and resolve unresolved return and exception items by defined completion timelines
Collect, prepare, and distribute return advices following established procedures and timelines
Perform comprehensive end-of-day balancing for all daily return item processing
Manage proof of authorization requests by entering case details into TRIPS application, communicating with originators to obtain documentation, validating received authorization copies for accuracy and compliance, and providing timely responses to receiving financial institutions—all while adhering to the mandatory 10-day NACHA response window

ACH File Management

Schedule and monitor ACH files for PEP+ processing windows with accuracy, ensuring timely processing through all settlement windows
Implement comprehensive exception handling procedures for problematic files, including identification, troubleshooting, and resolution of corrupted or incorrectly formatted submissions
Monitor for and investigate duplicate file submissions, implementing verification protocols to prevent double processing while ensuring legitimate files are processed appropriately
Identify and resolve processing issues including suspended files, dropped batches, rejected items, and failed transmissions through root cause analysis
Make appropriate modifications to PEP+ when necessary, including format corrections and parameter adjustments to facilitate successful processing
Coordinate with multiple stakeholders regarding file issues, including direct communication with Relationship Managers, Customer Care representatives, Treasury Support teams, and originating customers
Provide timely status updates and resolution paths for file exceptions to all relevant parties, ensuring transparency throughout the remediation process
Balance and reconcile ACH processing windows throughout daily operations, ensuring accurate settlement and posting
Document all file exceptions for trending analysis and process improvement opportunities

Dispute Management

Process ACH disputes in compliance with Regulation E requirements and NACHA Rules, ensuring proper investigation and resolution timelines
Manage Zelle disputes through multiple integrated platforms:
- Utilize Compass for transaction research and verification
- Process cases within TRIPS platform for dispute tracking and resolution
- Document case details in the Dispute Portal for compliance and audit purposes
- Access Client Central for network-related dispute information and resolutions
- Ensure all dispute documentation meets regulatory requirements and internal standards
- Maintain accurate case notes and adhere to Regulation E timelines for provisional credits and final resolution

Customer Service and Issue Resolution

Provide responsive customer support via phone and email, addressing inquiries with professionalism and accuracy while serving as a primary point of contact for ACH-related matters
Research and resolve customer inquiries related to originated and/or received ACH items with appropriate urgency
Interface directly with Customer Service, Treasury Support, and customers regarding dispute questions, transaction research requests, and file processing inquiries
Assist non-FNBO customers who contact the bank regarding charges on their accounts at other institutions that were processed by FNBO customers
Collaborate with other financial institutions to resolve Proof of Authorization requests, dispute-related items, and transaction research needs
Facilitate fraud recovery efforts through proper handling of Letters of Indemnity and Hold Harmless Letters in partnership with external financial institutions
Support supervisor and/or manager with end-of-month volume statistics for billing and reporting by designated deadlines

Professional Development and Compliance

Participate in cross-training initiatives to develop competency and provide effective backups for all

departmental functions

Understand and adhere to all bank policies, laws, and regulations applicable to the role
Complete required compliance training and follow internal processes and controls
Report compliance issues or violations according to FNBO Compliance Accountability Program procedures
Maintain professional behavior, foster positive working relationships, and demonstrate reliable attendance

The Ideal Candidate for This Role:

The Ideal Candidate for This Role... (education, experience, desired skills, other requirements)

Qualifications

Required:

High school diploma or GED with proficiency in Microsoft Office suite and strong numerical aptitude
Exceptional attention to detail with proven ability to maintain accuracy while efficiently handling multiple priorities
Strong analytical and problem-solving skills with ability to research, gather facts, and draw valid conclusions
Excellent verbal and written communication skills for effective internal and external interactions
Adaptable team player with ability to work independently and adjust to evolving procedures/regulations
Customer-focused mindset with strong ethical standards and commitment to financial compliance
We are considering all current and former CCB candidates, as well as candidates currently residing in Omaha.

Desired:

Previous customer service experience in a financial environment preferred
Knowledge of banking systems and financial processing platforms preferred
Experience with ACH processing or banking operations beneficial
Accredited ACH Professional (AAP) or Accredited Payments Risk Professional (APRP)

Compensation:

Compensation range (base pay): $37,454.00-$59,927.00

This role may have a specific starting pay within this range.

Final compensation offer to candidate may vary from posted hiring range based upon work experience, education, and/or skill level.

Work Environment:

It is anticipated that the incumbent in this role will work onsite at the posted location. Our onsite environment fosters innovation, mentorship, and a vibrant culture where ideas flow freely and relationships flourish. As part of our team, you'll experience the energy of our collaborative spaces designed to support your professional growth while working alongside talented colleagues who inspire excellence daily. Please note that work location is subject to change based on business needs.

Benefits Overview:

We offer a variety of benefits designed to keep you and your family physically and financially healthy. Not only do we offer a competitive salary and work-life balance, we offer benefits to match your needs:

Medical, Dental, Vision Insurance
401k, With Matching Contributions
Time Off Programs
Health Savings Account (HSA)/Dependent Care
Employee Banking
Growth Opportunities
Tuition Assistance
Short-Term/Long-Term Disability Insurance

Learn more about FNBO benefits here: https://www.fnbo.com/careers/benefits/.

For additional information regarding compensation and benefits, e-mail FNBO at TAGAdmin@fnni.com. To ensure you receive a response, include the number of this job (listed below) in the subject line of your message.

Job number: R-20261851

Equal Opportunity & Belonging:

FNBO believes that the quality of our employee experience is at the heart of our customer experience. One key pillar of our intended employee experience is Belonging. Belonging means we are committed to fostering a workplace culture where employees of all backgrounds feel valued, recognized, and empowered to be their authentic selves—no matter their role or where they are in their journey.

Learn more here.

FNBO is an equal opportunity employer for all employees and applicants and makes employment decisions without regard to status or identity.

Click here to download 'EEO is The Law' Self-Print Poster

Click here to download 'EEO is The Law' Supplement for Federal Contractors

Click here to download 'EEO is The Law' GINA Supplement

FNBO is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer - Member FDIC

FNBO follows federal law regarding the use of marijuana (this applies to all non-California applicants)

Application Deadline:

All our jobs will be posted for a minimum of 5 calendar days. Job postings may come down prior to 5 calendar days based on volume of applicants.

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