Patelco Credit Union

  • Operational Support Analyst

    Job Locations US-CA-Pleasanton
    Req No.
    Regular Full-Time
  • Overview

    In this role, responsibilities will include processing of ACH files of debit and credit exception items under NACHA regulations, review of Remote Deposit Capture items and fraud analysis for risk mitigation, and investigation of bank collection claims. This individual will provide superior service to members both external and internal and via remote channels.

    The successful candidate will be detail-oriented, highly-organized, and have the ability to communicate with tact and professionalism.


    • Ability to work independently and as a team member while using discretion in decision making and sound judgement in problem solving.
    • Aptitude for critical thinking and problem solving and ability to maintain/follow up and meet critical dates and deadlines as assigned.
    • Demonstrate excellent organization, planning and prioritization skills; ability to manage multiple responsibilities and to work with multiple data systems.
    • Provide support to internal team members through inbound helpline calls and help ticket requests and complete within established service levels
    • Provide support to Operational Support Department with additional research requests such as deposit check copies, account research, and account adjustments
    • Provide quality service excellence to members and internal team members by responding to Help Line calls and Help Desk Tickets within service level expectations
    • Identify and recommend ways to continuously streamline or improve the work process and/or the work environment, including procedure updates and revisions.
    • Comply with regulatory guidelines and requirements as established by governing regulatory entities including National Automated Clearing House Association (NACHA), Regulation E,  and Regulation CC
    • Comply with all federal and state laws, as well as organizational policies, procedures, and processes, including (but not limited to) those related to the Bank Secrecy Act (BSA), Identity Theft Red Flags, and Office of Foreign Assets Control (OFAC). Performs related responsibilities as required.
    • Enthusiastically provide support for Credit Union goals.
    • Perform other duties as assigned
    • May specialize in the following:


    • Serve as the subject matter expert for the processing, transmission, and compliance of ACH transactions including liability, and operations guidelines
    • Act as primary contact for frontline team members in all matters pertaining to ACH including resolving disputes and transaction research
    • Accurately review each exception entry of debit and credit transactions to independently make decision if item will be paid or returned; assess transaction details including Tran Code, SEC code and exception reason
    • Responsible for ensuring processing and decision making is compliant with NACHA regulations in handling of exceptions, returns, and disputes
    • Accurately post exception to member account or initiate return of transaction with appropriate return code as required by the NACHA Operating Guidelines
    • Originate recurring ACH debits and credits to other financial institutions by accurately originating ACH transaction with appropriate tran code and account information.
    • Responsible for reviewing and obtaining required authorization agreements and supporting documents to comply with ACH Operating Guidelines and required record retention
    • Review prenotification entries from originating financial institutions by validating member’s account; initiate Notice of Change correction if needed to rectify erroneous information
    • Timely respond to Notice of Changes received from other financial institutions by making corrections to the ACH setup.
    • Assess Death Notification Entry notifications from Federal agencies; place account restrictions and notations to protect account from potential unauthorized transactions
    • Balance daily files transmission to Federal Reserve by required deadline; complete balancing and reconciliation of general ledgers for final settlement
    • Timely respond to government reclamations of federal benefit payments including review of reclamation notices, completion of account research, and remittance funds to comply the U.S. Treasury’s regulations
    • Validate ACH stop payment setup and form completion to ensure accuracy and compliance with NACHA rules



    • Must have High School Diploma/GED
    • AAP or NCP Accreditation highly desired
    • Minimum 3 years’ experience in credit union or financial institution experience
    • Minimum 3 years’ experience in customer service or call center preferred
    • Minimum 2 years previous experience in Remote Deposit Capture, check in-clearings, or returned check adjustments
    • Knowledgeable in NACHA, Regulation CC, Regulation E, and Check21Act
    • Excellent oral and written communication skills
    • Strong data entry skills with high accuracy standards
    • Skilled in utilizing Microsoft Excel to present information and complex sets of data
    • Excellent organizational and time-management skills with the ability to multi-task
    • Ability to work independently while being a team player
    • Strong organizational, problem-solving, and analytical skills
    • Ability to adapt to every changing priorities in a fast-paced environment


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