Job Description

The Opportunity

The Deposit Operations’ Debit Card Analyst I position is responsible to assess various customer and processing investigations and perform a series of BAU functions to ensure stability and maintenance of the Debit Card Portfolio. As part of the role,  provide resolution for operational investigations based on procedures for monitoring and customer inquiries.   The Debit Card Analyst I will use various payment, posting, settlement, clearing and customer online systems and reports designed to identify and resolve customer investigation and provide knowledge and follow up with other operational teams required to meet procedure and process requirements.  This role may interface with external vendors, customers of Deposit Operations as well as internal business units including Finance and Product.  This role requires the ability to conduct research, analyze the results and provide clear documentation of all findings.  This role must also maintain the ability to handle multiple day process priorities to ensure that the Ally Brand and high level of customer experience are maintained through learning a   SME level of expertise in the Debit Card Products, systems and reporting and procedural ownership.

The Work Itself

Perform a series of investigations utilizing various tools and reports to identify and manage the Debit Card activities on new/existing Ally Bank Deposit accounts.
Develop and learn a detailed knowledge of Products and Processes for Banking and Payments Platform.
Prepare as required daily and monthly reports for BAU procedures including and maintaining updates and compliance to procedures including by not limited to research/investigate incidents and interact with other departments of Ally Bank, including Risk, Compliance, Legal, Finance and Product Team.
Interact as required with Ally Bank Departments and processing vendors on a regular basis.
Support as required internal departments who are interacting with local, state, and federal authorities.
Perform as required in the role enterprise-wide compliance, established standards, regulatory investigations and procedures for the bank set by FSI as well as Compliance and Legal departments.
Provide superior customer service to our internal customers through investigations and resolution of cases.
Provide investigation skills to review new accounts, negative balance accounts, ACH reports, Call Center Debit Card notifications, Wire transfers, Bill Payments, and other reports designed to identify suspicious activity on existing accounts.
Assist and be the backup to other team members as required.
Recommend process/procedural changes needed to avoid risk to the bank and improve the customer experience and participate in the development of business cases supporting recommended policy changes to internal practices.
Ensure detailed incident information is thoroughly captured in all case notes for further engagement by Bank Investigators, law enforcement agents and attorneys.
Provide training and mentor hew hires for the Team as required.

The Skills You Bring

Type of prior related experience:

Preferred - Bachelor’s Degree or the equivalent combination of education and experience
1+ Years of experience in an operational environment, preferably in a retail deposit bank
1 + Years of experience in Payment Processing Investigations with a level of analytical investigation experience
Preferred –Experience with Debit and Credit Card investigative techniques and/or systems

Special skills/abilities/competencies required:

Ability to multi-task and a proven track record of working independently
Challenge driven, goal oriented and capable of handling emergency or crisis situations
Ability to work in a fast-paced customer centric environment, balancing the need to meet production and quality standards
Good written and verbal communication skills
Effective time management and organizational skills to balance daily investigation workload
Entry Level experience with analyzing data to draw conclusion and/or take actions
Proficiency with MS Office required (advanced levels of Excel preferred)
Strong Windows based PC skills required