Position Summary

The Exception Item Specialist provides a wide range of operational support and services for Retail, Commercial, Treasury Management and Wealth clients. The organization is focused on continuous improvement on behalf of the firm, shareholders, and customers; with service excellence at the forefront, solutions and improvements are achieved through a structured business plan and execution model plus an engaged employee population that contributes to improvement ideas. With minimal oversight, provide internal departments with appropriate payment channel/solution to meet client/business needs while mitigating associated risk.

Duties & Responsibilities

• Complete investigations of Reg E disputes, process final decision notifications to clients, and process ACH returns or permission to return requests within the Reg E timeframe.
• Responsible for live monitoring of international ACH transaction (IAT) OFAC suspects; escalate, block, or reject transactions as needed.
• Understand loan policies to accurately make and process NSF decisions, process customer correspondence.
• Commercial cash FED ordering and monitoring of automated commercial deposits and cash vaults through Busey’s vendor partners.
• Research and process ACH and check chargebacks as needed.
• Reconcile various General Ledger Accounts to meet defined SLA.
• Process foreign check collection on a manual cash letter.
• Image, entry correction and balancing of deposit items.
• Look up Bank of First Deposit for return items.
• Conduct complex research, resolve all requests timely, and process disposition of non-posted items accurately for DDA, SAV, and LN.
• Utilize the tools that support Zelle processing and disputes, as well as detect fraud in live monitoring.
• Responsible for identifying fraudulent or forged items and notifying the Fraud Department of these items, providing necessary back up documentation, and assisting with investigations.
• Process charged-off account recoveries, new start loans, and refund requests.

Education & Experience

Knowledge of:

• Electronic funds transfer system automation capabilities and requirements to promote straight through processing. As well as laws, rules, and regulations applicable to NACHA and Regulation E.
• Extensive understanding of bank accounting and ability to perform higher math functions is required.
• Strong oral and written communication, organizational, and listening skills.
• MS Office tools including expert knowledge of MS Excel, MS PowerPoint.
• Jack Henry Xperience system (preferred).

Ability to:

• Interact effectively with others to establish and maintain smooth working relations. demonstrating excellent interpersonal relations.
• Take more than normal care to mitigate risk and prevent loss to the Bank.
• Review and analyze data reports and manuals; must be computer proficient.
• Demonstrate critical thinking skills and problem-solving skills and ability to deliver results under urgent circumstances, when necessary, are a must.
• Maintain confidentiality of customer and bank information.
• Work independently and own customer issues start-to-finish.
• Follow a defined process to prioritize resolution of open items and make suggestions to improve the process, as necessary.
• Look beyond the obvious to resolve more difficult exception items.
• Maintain visual attention and mental concentration for extended periods of time

Education and Training:

• Requires High School diploma
• One or more years banking experience in a research-oriented position with potential customer impact is preferred.

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Busey values a diverse and inclusive workplace and strives to recruit, develop and retain individuals with exceptional talent. A team with diverse talent, working together, is essential to Busey’s commitment of delivering service excellence. Busey is an Equal Opportunity Employer including Disability/Vets. Visit Busey.com/Careers to learn more about Busey’s Equal Opportunity Employment.