Senior MFO Service Analyst

Summary:

This role provides quality customer service to internal and external stakeholders, while facilitating inquiries and processes within the guidelines of Federal Regulations and Bank policy. Act as a risk manager by serving as the Bank’s first line of defense for fraud, money laundering and other wire transfer crimes.

Key Responsibilities:

• Provide excellent customer service in a fast-paced environment to all stakeholders by responding to requests for service timely, accurately and professionally.
• Reconcile complex financial transactions in accordance with established policies and procedures, exercising judgment in decision-making. 
• Identify, analyze, escalate and help resolve inquiries, addresses exceptions and serves as a point of escalation, when needed.
• Understand the operations workflow and core system functionality to help troubleshoot and identify impacts of proposed projects, initiatives, and changes.
• Collaborate with other departments on reconciliations, processing and projects.
• Produces solution requirements using job shadowing, interviews, business process descriptions, operating procedures, policy guidance, business analysis, task analysis and workflow analysis.
• Monitor, identify and report emerging issues related to members and other business partners to ensure Anti-Money Laundering, OFAC, fraud or other risk issues are escalated and addressed on a timely basis.
• Tests, validates, and ensures the ongoing system functionality and validity of associated/assigned operations systems.
• Knowledge of Bank operations Fedwire, custody, and CFR regulations.
• Understand and ensure compliance with required SOX and Operational controls.
• Support testing, execution, and documentation for projects.
• Develop and regularly review department processes and procedures.
• Responsible for the integrity of Bank and member data.
• Other duties as assigned.

Requirements:

• Bachelor’s degree preferred, however, two years of business education and/or equivalent work experience required
• Proven experience with accuracy and details
• Proven experience in transaction execution, ownership and accountability for work
• Banking industry certifications are a plus
• 3-5 years proven customer service experience; phone customer service experience preferred
• Strong verbal and written communication skills essential
• Proficient PC skills including Word and Excel; database experience a plus
• Ability to work within a team environment is essential