Customer Service & Support Jobs in Maryland (Now Hiring) — 11,036 open — Page 184

Note: All full-time positions include exceptionally low medical premiums in addition to a whole host of other benefits.

Tower is offering a $1000 Signing/Retaining bonus as of 1/20/2025. 

HOURS FOR POSITION: Monday - Friday 7:30am-7:00pm. The ACH Department Operates on a rotating shift schedule to support critical processing functions.

Hiring Range - $25.76/hr - $32.20/hr 

SUMMARY OF POSITION: 

Depending on the Level I or II, the ACH Representative is directly responsible to perform ACH Processes and associated exceptions independently in a timely and accurate manner to meet established daily deadlines within six months of employment.  This is a direct member support role that requires effective, knowledgeable and professional service to our members and frontline staff typically over the phone and/or via email.  Duties include tasks related to ACH processing of input files, research required to resolve inquiries or unusual events, knowing when to effectively and appropriately utilize other internal resources to aid in resolution without direct supervision or oversight as well as performing direct member and frontline phone support in an effective manner.  This is a daily production position working under strict deadlines for a smooth workflow abiding by associated regulations and NACHA Rules.  This position is a component of back office operations supporting Tower’s competitive products and services for our members utilizing the ACH network.  Based on competency Level, the incumbent will work independently without direct supervision as well as lead others regarding ACH daily tasks and special projects and ad hoc initiatives, and will be cross trained as the primary back up to the ACH Generalist once achieving expert proficiency within Level II.

PRINCIPAL FUNCTIONS and ACCOUNTABLILITIES: to be supplemented by specific Competency Summary for Levels I and II

1. Independent processing of daily ACH transactions timely with a high level of accuracy is required. This position is accountable for effectively and efficiently carrying out the position’s associated duties including but not limited to those listed in this document.  Incumbent is expected to arrive at work, meetings and appointments on time.
2. Interacts directly with members, frontline staff, internal partners and internal customers to complete related daily tasks with little or no supervision relying on veteran knowledge and understanding of the ACH environment. Incumbent is expected to consistently show high levels of proficiency in communicating these products and services and the surrounding technology both verbally and in writing to others when responding to inquiries from both members and Tower staff.  Incumbent will display original thinking by generating ideas to improve efficiencies in their workflow and promote quality.
3. Effectively and efficiently utilizes technology tools provided to complete tasks assigned and duties including but not limited to those listed in this document with little or no supervision.
4. Will be cross trained on area tasks to provide depth of coverage to secure production via a rotation of duties based on business needs. Incumbent will seek increased responsibilities, training and development opportunities and share own expertise with others.  Performs closure of checking accounts with a negative balance as needed.  Reviews accounts selected to determine those that meet Tower’s criteria for closure and shares findings with the Collections department according to standard procedure guidelines.
5. Independently process ACH daily Exceptions timely and accurately within established menu of options in accordance with regulatory and audit requirements, state and local guidelines as well as adhering to Tower’s practices and policies. Directly responsible for independently reviewing/analyzing Exceptions to make effective pay or return decisions consistently in a timely and accurate manner.
6. Keeps abreast of ever changing regulatory and legal requirements surrounding ACH transactions in order to ensure compliance and appropriate due diligence in support of overall departmental success.
7. Responsible for performing the verification of account maintenance when reviewing work and completing all necessary follow up to ensure the maintenance has been completed accurately. Should demonstrate the ability to effectively perform any type of account error resolution independently utilizing established procedures and guidelines.  Must have the proven ability to perform essential functions and tasks timely with a high level of quality of the department with a little or no supervision or oversight.
8. Responsible for accurately maintaining general statistics regarding the type and volume of work completed daily and for fully and accurately documenting telephone inquiries and statistics for trend analysis.

LEVEL II Accountabilities – May also include a number of the types of responsibilities outlined below:

1. Expected to interact directly and independently with members, frontline staff, internal partners and internal customers to complete related daily tasks utilizing technology tools provided with no supervision or oversight. Incumbent is expected to consistently reflect the high levels of proficiency behavior and teamwork mentality when communicating these products and services and the surrounding technology both verbally and in writing to others. 
2. Must be proficient of area tasks supported by workflow to secure production.
3. Leads others by proactively seeking out ever changing regulatory and legal requirements surrounding the ACH environment to ensure overall compliance. Additionally ensures appropriate due diligence and mitigation of organizational risk for Tower with regard to monetary transactions in this payment channel.
4. Responsible for second verification of account maintenance performed by others when reviewing work and completing all necessary follow up to ensure the maintenance has been completed accurately. Must be able to effectively perform any type of account error resolution independently for self and others even if scenario is outside established procedures or guidelines.
5. Leads the task for accurately maintaining general statistics and performing trend analysis for telephone inquiries, activities and transactions in order to make recommendations for process improvements or to leverage technology.

REQUIRED QUALIFICATIONS: Competencies Chart must be included-used for levels I and II employment and career progression criteria.

Educational & Experience

Level I – High School Diploma and three to four years of related ACH or transaction channel processing experience required.  Prefer a current and active knowledge of regulations and legal environment governing ACH processing especially surrounding exception processing requirements and/or transaction channel processing experience.

Level II – Two year Associates Degree preferred.  High School Diploma required.  Accredited ACH Professional (AAP) certification preferred.  Five or more years of related ACH or transaction channel processing experience required.  Current and active knowledge of regulations and legal environment governing ACH processing especially surrounding exception processing requirements set forth by NACHA and the Federal Reserve.

Note: Must meet all required competencies within a specified timeframe in order to promote to the next level

COMPETENCIES:

• Ability to accurately perform mathematical functions (add, subtract, multiply, and divide).
• Ability to reconcile and balance GL transaction records daily and resolve any differences.
• Must be proficient in ACH application within six months of employment.
• Ability to effectively operate PC in Microsoft Windows environment or equivalent products.
• Ability to use general rules and regulations as they apply to the electronic processing environment

with little or no direct supervision.

• Ability to read and interpret procedure manuals and incorporate into the daily workflow.
• Ability to provide detailed explanation or instruction in one-on-one situations either in person or

over the phone.

• Ability to maintain sensitive and confidential information for members as well as coworkers.
• Ability to interpret and explain complex technical instructions in mathematical or diagram form.
• Ability to identify, define and resolve problems by collecting data, establishing facts and drawing.

basic conclusions and/or writing general support documentation.

• Ability to exhibit good listening and comprehension skills.
• Able to take and follow instructions and provide feedback as requested.
• Adapts to changes in the work environment.
• Ability to work independently with little or no direct supervision.
• Ability to prioritize diverse job assignments effectively and meet established deadlines.
• Ability to complete tasks with a high degree of accuracy and attention to detail.
• Must be able to work under stress and multitask as the situation dictates.
• Must arrive at work routinely and promptly as expected.
• Must be able to assist in resolving controversial or delicate matters skillfully.
• Ability to effectively get along with colleagues and all levels of management and be an effective team member exhibiting team based role model behavior with mature emotional intelligence.
• Ability to assess own strengths and weaknesses and seek out training and development opportunities.
• Ability to seek out increased responsibilities.
• Ability to generate suggestions for improving work.
• Ability to inspire and lead others.
• Has knowledge of and adheres to credit union policies and procedures and all regulations related to the Bank Secrecy Act, the USA PATRIOT Act and OFAC. 

WORK CONDITIONS:

• Non –traditional work hours required to meet business needs (including weekends as needed)
• Extended use of a PC and related software as well as phone
• Ability to sit, stand and walk for extended periods and demonstrate sufficient dexterity and vision to operate a variety of office equipment.
• Ability to lift up to 15 lbs with or without assistance.
• Ability to work the hours needed which may extend beyond the defined work schedule when operating conditions dictate.
• Tower Facilities Only (TFO) SECURITY CLEARANCE  REQUIRED